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Senior Program Manager, Customer Success

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Stripe

1mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • San Francisco

AI generated summary

  • You need 10+ years in program management or related fields, proven GTM program experience, strong analytical skills, and the ability to influence and build executive relationships.
  • You will develop strategy, enable change management, align cross-functional teams, engage executives, drive GTM execution, and monitor program effectiveness, adapting as needed.

Requirements

  • 10+ years of experience in program management, sales operations, process improvement, management consulting or a related discipline
  • 8+ years of experience building or supporting GTM programs, processes, or workflows
  • A strong track record of delivering global transformational, complex programs in a changing, ambiguous environment which have delivered quantifiable business impact
  • An ability to seamlessly transition from strategy, high level to very detailed, and a willingness to “roll up your sleeves”
  • Excellent analytical, presentation, and communication experience, influencing across all levels. You set a high-bar in terms of communication effectiveness
  • Deep problem solving and analysis experience (solving business problems - commercial, operational, financial) in a Sales-oriented environment
  • Ability to build strong executive relationships to create clarity and context around key decisions
  • Ability to influence cross functional stakeholders to align and executive on common objectives

Responsibilities

  • Vision & Strategy: Develop the long-term vision and strategy for the Program that is aligned with our GTM customer journey
  • Enablement & Communications: Partner with Communications and GTM to support the necessary change management to ensure new program elements are widely shared and adopted
  • Cross Functional alignment: Effectively work cross-functionally to shape the program to meet user needs and design an account engagement framework that intentionally maps all of the touchpoints our top users engage in with Stripe. Coordinate initiatives to align plans and timelines
  • Executive engagement: Partner with the executive marketing team to map the executive buying committee at our top accounts and ensure an impactful executive engagement journey is defined as part of each account plan
  • Execution: Drive GTM execution on certain key engagements, including running strategic account reviews, account planning, and more
  • Monitor Program Effectiveness: Create, execute, and analyze Program effectiveness measures, making Program adjustments where needed. This will require

FAQs

What is the role of a Senior Program Manager in Customer Success at Stripe?

The Senior Program Manager is responsible for designing the strategy and driving the execution of a program aimed at creating a differentiated experience and engagement for Stripe's largest users, ensuring they receive maximum value from their investments in Stripe.

What qualifications are required for this position?

The minimum requirements include 10+ years of experience in program management, sales operations, or related fields, as well as 8+ years of experience building or supporting GTM programs. Strong analytical, presentation, and communication skills are essential.

What is the primary mission of the Customer Success team at Stripe?

The Customer Success team's mission is to ensure Stripe's most strategic users maximize the value from their Stripe investments and to manage relationships with the largest users, directly impacting the company's growth.

Is the role flexible in terms of working location?

Yes, the role allows for hybrid work, meaning it can be performed from an office or a remote location, typically 35+ miles from a Stripe office, while encouraging regular in-office collaboration.

What are some key responsibilities of the Senior Program Manager?

Responsibilities include developing a long-term vision for the program, partnering for enablement and communications, ensuring cross-functional alignment, driving executive engagement, executing key engagements, and monitoring program effectiveness.

Are there any preferred qualifications for this role?

Preferred qualifications include leadership qualities, strong empathetic skills to understand friction points, and comfort with operating in situations with incomplete data.

What is the annual salary range for this position?

The annual US base salary range for this role is $172,300 - $258,500, which may include various career levels at Stripe and will be narrowed during the interview process based on experience, qualifications, and location.

What benefits are offered in this role?

Additional benefits may include equity, company bonuses, a 401(k) plan, medical, dental, and vision benefits, as well as wellness stipends.

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Stripe

Help increase the GDP of the internet.

Technology
Industry
1001-5000
Employees
2010
Founded Year

Mission & Purpose

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. Headquartered in San Francisco and Dublin, the company aims to increase the GDP of the internet.