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Customer Success Manager, Enterprise

Stripe · Chicago, IL · $113,672–$144,750 a year · Global Operations

Posted Sep 25, 2026 · We last checked this listing on Oct 6, 2026

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Likely interview questions for this role

Written from this job description, not a generic list. Each one notes what the interviewer is really checking.

About your past

Tell me about an account you saved from churning. What was the warning sign and what did you do?

What they are checking: Whether they spot risk early and act proactively rather than react at renewal.

How do you decide which customers in your book get the most of your time?

What they are checking: Whether they prioritize by risk and opportunity rather than by who is easiest to talk to.

Describe a workshop or training you led that changed how a customer used a product.

What they are checking: Whether they can teach and drive adoption, which the posting names as core work.

Tell me about a time you found an issue on a customer's account before they noticed it.

What they are checking: Whether they are detail-oriented and curious enough to catch problems early.

What would you do

A customer's dispute rate jumps suddenly. How do you investigate and what do you tell them?

What they are checking: Whether they dig into root causes with care and communicate calmly during a risk issue.

How do you split responsibilities with the account executive and technical account manager on the same customer?

What they are checking: Whether they can work in a team model without confusing the customer or duplicating work.

A customer wants a feature Stripe doesn't have. How do you handle it?

What they are checking: Whether they manage expectations honestly and route useful feedback to product teams.

About the work

Walk me through how you'd prepare a business review for an enterprise customer processing large payment volume on Stripe.

What they are checking: Whether they can turn payment data into insights that a customer's leadership finds useful.

How would you explain authorization rates to a customer, and what levers could improve them?

What they are checking: Whether they understand payments well enough to give real optimization advice.

How do you set up for a renewal conversation so it isn't a surprise to anyone?

What they are checking: Whether they build toward renewals over months instead of scrambling at the end.

Practice this interview out loud.

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The full job description

As published by Stripe.

Who we are About Stripe  Stripe, LLC. 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.  What you’ll do Responsibilities • Support post-sales engagements focused on the optimization, retention, and growth of Stripe’s enterprise customers. • Manage a book of customers to drive overall account health, including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction. • Serve as a trusted payments and product advisor to manage customers by delivering payment performance and industry insights. • Perform business reviews to align on user priorities, review payments performance metrics, share company product roadmap and provide guidance on how to optimize the value from the company. • 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 company user experience. • In coordination with an account team, support book expansion, identify and surface opportunities to ensure customers are successful. Who you are Minimum requirements Must have a Bachelor's degree or foreign equivalent in Engineering, Computer Science, Business Administration, Management, or a related field, plus four (4) years of experience in enterprise customer success or strategic account management. Must also have four (4) years of experience in each of the following: • Supporting expansion of complex accounts, including identifying opportunities, driving business outcomes; • Building and fostering relationships with senior executives in business, product and finance in partnership with the Account Executive and team; • Working with the account team to perform annual business reviews to align on business priorities, payments performance, optimization opportunities, product roadmap, review services satisfaction, share usage patterns or insights, surface issues, provide guidance on how to optimize value, and identify product expansion opportunities; • Driving overall account health including payments performance, cost optimization, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction; • SaaS; and • Finance, consulting, and account management. Salary: $113,672 - $144,750/yr This salary range represents the base salary range for the role and any sales commissions/sales bonuses targets, if applicable, would be in addition to the base salary. 40 hrs/week 50% Telecommuting permitted Multiple Positions Available. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. IL60 #LI-DNI

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