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

The Technical Account Management Support and Services team partners directly with our largest and fastest growing users, supporting them both proactively with a consultation model, and reactively to solve their most complex issues, enabling them to grow their business. We partner closely with sales to ensure we are attaching the right support plans to the right users at the right time. We take a user first approach to how we operate, capturing user feedback on what we need to offer to delight them and exceed all expectations. We operate with a scaled proactive, preventative mindset to ensure our users have a seamless experience with Stripe.

What you’ll do

Stripe is looking for an experienced Toronto-based leader to lead and grow the Technical Account Management Support and Services team responsible for supporting our largest and most strategic users. The leader will lead a high performing team of TAMs who are motivated by improving the lives of Stripe’s user base. They will set the standard for strategic user partnership and support, influencing globally, partnering closely with the go to market organizations, product, engineering alongside the support organization. They will cultivate a user first culture, with high accountability, collaboration and a scale mentality, a culture which embodies a coaching mindset to unlock potential. This role will report to our Senior Manager of Technical Account Management.

Responsibilities

Responsible for delivering exceptional user experience for Stripes most strategic users
Lead a team of highly experienced TAMs, building an measurable operation which delivers strong operational results for users
Work directly with our largest users’ leaders as a thought partner for key initiatives and expansions
Partner closely with senior stakeholders across product, engineering, go-to-market and support
Invest in leading & growing a great team and culture, where both new and tenured Stripes can thrive
Obsess over delivering incredible user experiences
Run this business to successfully deliver revenue, user experience, user value and scalability goals for the users and Stripe
Setting the segment strategy, thinking globally about metrics and driving clear accountability for the business.
Partner closely with global leadership to grow the business in a scalable way, optimizing for user experience and balancing that with efficiency
Lead the way on user experience for Stripe’s Enterprise users, determine what excellence looks like and scale it beyond strategics
Build a coaching culture that unlocks Stripes’ potential, remove roadblocks and elevate opportunities that will enable the business to scale more broadly
Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements

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.

Minimum requirements

Minimum of 10 years professional experience, with at least 5 years in management, demonstrating success in building and leading high-impact teams and businesses in dynamic environments
Experience leading customer success managers, account managers, technical account managers, technical program managers, or premium support teams (preferably in high-growth technology companies)
Excellent collaborator, with a proven track record in managing across complex environments, building relationships that deliver impact
Excellent written and verbal communication skills
Strong sales revenue growth and/or operational background and a track-record of making data driven decisions
An ability to execute on and deliver complex operational projects involving multiple stakeholders

Preferred qualifications

Experience with fintech SaaS products and/or Payments industry
Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record
Proven ability to scale a technical services or technical support team in a high-growth environment
Experience with APIs and ability to explain API concepts to Stripe’s largest and most technical customers
Familiarity with SQL and comfort building basic queries and modifying more complex ones

Manager, Technical Account Management