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Head of APAC Customer Success Management

Stripe

Stripe

Customer Service, Sales & Business Development
Singapore
Posted on Wednesday, May 8, 2024

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

About the team

The Customer Success team’s mission is to ensure Stripe's most strategic users get the maximum value from their Stripe investments. Few roles provide such a direct impact on the growth of the company and this team manages our most strategic users in APAC. In this leadership role you’ll be responsible for a high-performing team of Customer Success Managers across APAC. You’ll be responsible for managing our regional net retention targets with an eye towards supporting the activation and realization of Stripe users and identifying new Stripe capabilities our users can leverage. You’ll lead and coach the team, helping them deliver on ambitious goals, as well as roll up your sleeves to work directly with executives at existing large Stripe customers. You’ll help us set and evolve our Customer Success strategy across the region collaborating with local GTM leadership and the broader global team.

What you’ll do

We are looking for a proven leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complex problems. Ideal candidates will have management and leadership experience scaling a Customer Success organization, and partnering with regional and global stakeholders. Individuals applying for this role must be entrepreneurial and self-driven with a passion for building and adapting to changing business needs. This leader needs to have an eye towards scaling our engagement model and driving efficiency to expand coverage.

Responsibilities

  • Recruit, train, and lead a team of Customer Success Managers while also developing a leadership bench
  • Develop both the long-term vision and strategy for the team that is well aligned with our regional needs
  • Be accountable for driving net retention, supporting activation and realization, identifying new expansion opportunities, and increasing user health
  • Coach and guide the team in developing consultative and solution-based account skills.
  • Drive a strong operational cadence for managing metrics, user performance, and overseeing internal churn risk mitigation and escalation forums
  • Effectively work cross-functionally across the organization to shape Stripe’s account team model to meet user needs
  • Inspire, motivate and enable individual development to promote career growth of direct reports

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • 10+ years of customer success or account management experience
  • 8+ years of people management experience
  • Ability to hire, train and coach a high-performance team
  • Ability to support the teams’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships.
  • Ability to clearly communicate technical concepts and build strong executive relationships with highly technical customers
  • Experience working across the APAC region

Preferred qualifications

  • * Strong preference for experience in financial technology and payments
Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.

The annual salary range for this role in the primary location is S$334,000 - S$501,000. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

Office locations

Singapore

Team

Customer Success

Job type

Full time