Customer Success Manager - Fintech/BNPL

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

Stripe’s Customer Success Managers (CSM) for the Fintech and BNPL segment oversee the post-sales lifecycle for our most complex financial innovators. You will partner with large-scale digital banks, credit providers, and BNPL platforms to ensure their intricate payment flows are optimized for global scale.

What you’ll do

We are looking for a motivated and curious professional to manage a book of BNPL/fintech customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with account executives, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. 

Responsibilities 

• Manage a book of fintech/ BNPL customers to drive overall account health and value realization including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction 

• Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s enterprise customers

• Create bespoke account plans, outlining account strategy and action plan

• Act as the voice of the Fintech user, funneling requirements for Stripe Money Movement products back to our Product and Engineering teams

• Perform business reviews (EBCs, QBRs) to align on user priorities, review payments performance metrics, share Stripe product roadmap and provide guidance on how to optimize the value from Stripe

• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience

• In coordination with an account team, support book expansion--identifying and surfacing opportunities to ensure customers are successful 

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

• 5+ years of enterprise relationship management or consulting, with 2+ years deeply embedded in the Fintech, Neobank, or Lending space.

• Domain Expertise: Proven experience with BNPL-specific challenges, such as high-velocity recurring repayments, merchant-of-record complexities, and credit-loss mitigation.

• Product Fluency: Familiarity with the mechanics of ledgering, virtual cards, and ACH.

• Executive Presence: Experience presenting to and influencing C-level stakeholders in financial organizations.

• Operational Rigor: Ability to manage a complex book of business across multiple time zones.

• Ability to navigate data and people to find answers

• A capability to work well with a wide range of people, both internally and externally.

• The motivation and flexibility to work well in a high-growth environment where things change quickly