Strategy and Operations Business Partner, Customer Success

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 team is responsible for the complete post-sales lifecycle of a Stripe user, ultimately ensuring that they derive the maximum value from their Stripe investment. As a Customer Success business partner on our Strategy and Ops team, you will partner with senior Customer Success leadership and the broader GTM team to drive the overall productivity and effectiveness of the function. Responsibilities include resource planning, go-to-market analysis, reporting, account assignment (setting and management), managing critical/strategic projects and CS process optimization.

What you’ll do

We are looking for a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving problems with limited oversight. The ideal candidate will have significant experience: (1) working in a hypergrowth technology/GTM org, (2) contributing to the growth and development of a GTM operations team, and (3) superior communication skills to work across the most senior stakeholders across different functions.

• Has strong analytical skills and a structured approach to solving unique business problems.
• Has experience working with large data sets (e.g., advanced SQL and Excel skills).
• Has an enthusiastic “roll up your sleeves” mentality.
• Works well under pressure, with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment.
• You’re a structured thinker and have a command of “the details,” but don’t get lost in them.
• You are comfortable driving complex projects with multiple constituents from end-to-end.
• You are effective at prioritizing multiple work streams and stakeholders.
• Fast-paced, dynamic team environments are your jam.

Responsibilities

• Own and improve the CS rhythm of the business (reporting, metrics, operating rhythm) including building reports and dashboards and driving global standardization.
• Own critical projects E2E and manage cross-functional relationships on behalf of CS (GTM, Product, Finance, Data Science etc).
• Drive planning cycles including target setting and book balancing.
• Set annual and quarterly SOKRs and track performance.
• Prepare for QBRs and other leadership meetings.
• Working cross-functionally to investigate and do analysis on system challenges.
• System and operational workflow management analysis and investigation. 
• Improve business processes through data driven decisions.

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

• 8+ years of Strategy & Operations experience in software solutions, technology or management consulting
• 4+ years working with a GTM or Sales organization.
• Data Analytics (examples: Google Sheets/Excel data manipulation, SQL).
• Communicate clearly, proactively, and concisely. 
• Self-starter and comfortable dealing with ambiguity.
• Demonstrated ability to manage time critical projects to plan/budget in pressured environments