Customer Success Manager, Fintech/BNPL

Stripe is a financial infrastructure platform for businesses, seeking a Customer Success Manager for the Fintech and BNPL segment. The role involves managing a book of fintech customers, delivering insights and workshops, and collaborating with various teams to optimize customer experiences.

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

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