Customer Success Analyst

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 (CS) team supports revenue growth across GTM by helping a broad book of users activate, grow, and maximize their performance on Stripe.

What you’ll do

As part of the team, you will enable Customer Success Managers (CSM) and Technical Account Managers (TAM) to deliver high quality data driven insights to Stripe’s largest users through workshops, business reviews and more. As you build a thorough understanding of our user needs, you will support our incubation and standardization initiatives to bring in more efficiency into the day-to-day role of a CSM & TAM by partnering with various xfn teams in Stripe. 

Leveraging your foundational knowledge of Payments and Stripe products, you will gather insights and create relevant content to meet user needs. This strategic approach will not only enhance user engagement and satisfaction, but also better equip the front-line Customer Success Managers & Technical Account Managers. If you are a strong analytical thinker, curious to solve problems, detail oriented and hold a high bar for quality, this role is for you!

Responsibilities

• Scope, build, and execute processes and programmes to drive success for front-line Stripes and its users
• Monitor account health of Stripe customers and support enhancement of tooling to achieve scalability
• Act as a trusted product advisor by creating high-quality deliverables that enhance the value, users gain from our products
• Identify opportunities to automate and scale process relating to Customer Success
• Identify & surface opportunities for product or feature expansion to ensure Stripe 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

• Scope, build, and execute processes and programmes to drive success for front-line Stripes and its users
• Monitor account health of Stripe customers and support enhancement of tooling to achieve scalability
• Act as a trusted product advisor by creating high-quality deliverables that enhance the value, users gain from our products
• Identify opportunities to automate and scale process relating to Customer Success
• Identify & surface opportunities for product or feature expansion to ensure Stripe customers are successful

Preferred qualifications

• 4+ years experience, ideally customer success, account manager or similar roles
• Proven ability to modify SQL queries or a strong desire to learn this valuable skill
• Strong business sense and ability to understand the drivers and strategy of our users’ businesses
• Experience producing high-quality deliverables with a strong emphasis on attention to detail
• Strong analytical skills and ability to navigate data and people to find answers
• Strong operating rigor, including organizational and time management skills
• Strong business presence and presentation skills
• Capability to work well with a wide range of people, both internally and externally, including working with a team of sales and services peers
• Motivation and flexibility to work well in a high-growth, dynamic environment