Head of Platforms, Customer Success
Stripe
full-time
Posted on:
Location Type: Hybrid
Location: California, New York • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Lead and grow a team of platform-focused CSMs: hire, coach, set goals, run calibration and performance reviews, and develop playbooks and operating rhythms for a high-performing strategic CSM organization.
- Own strategic account planning and executive engagement for top platforms in the portfolio: define multi‑quarter account roadmaps, support executive business reviews, and ensure broad sponsorship.
- Set clear goals focused on product distribution that tie directly to business impact. Measure and report on performance metrics at an executive level.
- Build and scale programmatic account management processes: implement repeatable adoption, churn-risk, optimization, and renewal playbooks that balance scalability with bespoke engagement for strategic accounts.
- Coordinate cross‑functional delivery and escalation management in support of annual growth initiatives.
- Own account health, volume forecasting, and growth goals; align Stripe and customer leadership on success metrics.
Requirements
- 15+ years in customer-facing roles with at least 8+ years leading Customer Success, Account Management, or related teams.
- Independent, energetic leader with a proven track record of driving organizational change across cross-functional stakeholders and whole-team environments to deliver strong outcomes.
- Strong programmatic and strategic skills: account planning, project management, stakeholder mapping, and executive engagement.
- Excellent written and oral communicator with experience presenting to C‑level stakeholders and influencing internal roadmaps.
- Bachelor’s degree or equivalent practical experience.
- Experience in commerce platforms, payments, or fintech; familiarity with Stripe products is a plus.
- Experience with CRM/CSM tooling and data platforms (Salesforce, Gainsight, Looker or other BI tools).
- Prior experience in a high‑growth, matrixed organization.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account planningproject managementstakeholder mappingexecutive engagementperformance metricsprogrammatic account managementchurn-risk optimizationrenewal playbooksproduct distribution
Soft skills
leadershipcommunicationorganizational changeinfluencingcoachinggoal settingcross-functional collaborationstrategic thinkingenergetic leadership
Certifications
Bachelor’s degree