Program Manager, Customer Success Efficiency and Scale

Details

Stripe is a financial infrastructure platform for businesses. The Customer Advocacy and Programs team helps Customer Success and other user-facing teams deliver more strategic, effective, and scalable experiences by turning customer feedback and frontline insights into tools, programs, and measurable improvements.

Responsibilities

• Own and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
• Partner with Customer Success Managers, Sales, and other user-facing teams to identify pain points and determine where tooling, automation, artificial intelligence, or self-service can create leverage.
• Translate validated needs into product briefs, requirements, success metrics, and launch plans.
• Partner with technical teams to deliver scalable solutions.
• Coordinate cross-functional execution, manage dependencies and trade-offs, and ensure launches have clear enablement, measurement, and iteration plans.
• Build tools, assets, and programmatic motions that help Sales and other teams deliver Customer Success-caliber value where dedicated Customer Success Manager coverage is unavailable.

Although the role is titled Program Manager, it requires a strong product-management mindset and experience, including user discovery, strategic prioritization, product requirements, cross-functional delivery, and continuous iteration based on adoption and outcomes. The role involves operating in an ambiguous environment, creating clarity across stakeholders, and balancing near-term improvements with a longer-term vision for scaling Customer Success capabilities.

Requirements

Minimum Requirements

• 5+ years of experience in product management, program management with substantial product ownership, business operations, consulting, or a related field.
• Experience leading products, platforms, workflows, or customer-facing solutions from discovery and prioritization through launch, adoption, and iteration.
• Strong product sense and user empathy, with the ability to turn ambiguous qualitative and quantitative inputs into clear strategy and requirements.
• Track record of leading complex, cross-functional work across technical, operational, and go-to-market teams.
• Strong analytical and structured problem-solving skills, including the ability to evaluate trade-offs and design scalable solutions.
• Excellent communication and influence skills, with the ability to create clarity and drive alignment across frontline teams and senior leaders.
• High degree of comfort with artificial intelligence tools.

Preferred Qualifications

• Experience building internal tools, automation, artificial-intelligence-enabled workflows, or self-service experiences for customer-facing or go-to-market teams.
• Experience partnering with engineering, data, analytics, or artificial intelligence teams to scope and deliver technical solutions.
• Experience developing multi-quarter roadmaps that balance quick wins with longer-term foundational investments.