Customer Success Manager (Mandarin Speaking)

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 are ultimately responsible for the complete post-sales lifecycle of a Stripe user, and through your partnership, users will derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.

What you’ll do

You will become a trusted advisor to these customers, will deeply understand their business and their needs, and help them maximize the value they get from Stripe. This role involves working closely with the user account team, senior executives and engaging in product, payments, and technical conversations at multiple levels of the organization. You will be the user’s internal advocate, helping ensure an excellent Stripe experience, and gathering feedback on ways that Stripe can build the next generation of user-focused solutions. You will love this job if you are a natural relationship and business builder.

Responsibilities

• Lead the post-sale engagement, retention, and growth of your customers in the Greater China region, in partnership with the Account Executive
  
• Support expansion of your accounts--identify opportunities, drive business outcomes, ensure customers are successful in partnership with the account team
  
• Build and foster relationships with senior executives in business, product, engineering, finance and IT in partnership with the Account Executive and team
  
• Evangelize Stripe customer success stories and customer success systems and processes
  
• Articulate and drive customer use cases, customer value and expansion while maintaining trusted customer advisor status
  
• Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products and our industry
  
• Aligned with the account team perform quarterly business reviews to align on business priorities, payments performance, optimization opportunities, Stripe product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize the value from Stripe, and identify product expansion opportunities
  
• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on thet innovation and improvement needed to optimize the Stripe user experience
  
• Drive overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
  

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

• 7+ years of experience in a client-facing role ideally customer success, managing relationships with large, global, and complex organizations across Greater China, preferably working with a technical product
  
• Mandarin speaking ability is required as you’ll be engaging with some of our most complex China-based merchants - working with their developer, commercial and finance teams.
  
• Sophisticated business sense and understanding of underlying drivers and strategy of our user’s businesses
  
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
  
• Strong analytical skills and operating rigor
  
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
  
• History of success as a consultant, pre-sales, technical account management, or equivalent
  
• Proven track record of achieving targets and goals, preferably in a sales setting
  
• Track record of managing complex projects and/or programs
  
• Has handled difficult customers or situations and can demonstrate resolutions
  
• Willingness to tackle things on your own
  
• Must work within a team environment with sales and services peers
  
• 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
  

Preferred requirements

• Experience working within a high-growth technology company
  
• Experience with consumption-based businesses is a plus
  

In-office expectations

Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual salary range for this role in the primary location is S$204,400 - S$306,600. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.