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 revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have significant work ahead. This is an opportunity to help put the global economy within everyone’s reach while doing meaningful work.
About the team
The Paid Support team partners directly with our largest and fastest-growing users. We support them proactively through a consultative model and reactively to resolve their most complex issues, helping them grow their businesses.
We partner closely with Sales to attach the right support plans to the right users at the right time. We take a user-first approach, capturing feedback on what we need to offer to delight users and exceed expectations. We operate with a scaled, proactive, and preventative mindset to help ensure users have a consistent experience with Stripe.
What you’ll do
Stripe is looking for an experienced Toronto-based leader to lead and grow the Paid Support team responsible for supporting our largest and most strategic users. You will lead a high-performing team of experienced Technical Account Managers (TAMs) and manage managers who are motivated by improving the lives of Stripe’s users.
You will set the standard for strategic user partnership and support, influence globally, and partner closely with go-to-market, Product, Engineering, and Support organizations. You will build a user-first culture with high accountability, collaboration, and a scaling mindset. You will also coach and develop your team to unlock its potential. This role reports to the Head of Technical Account Management, Platform.
Responsibilities
- Partner with TAM leadership to shape the strategy for Stripe’s largest segment and most complex engagements.
- Lead a team of Technical Account Managers working with Stripe’s largest users.
- Hire and retain top technical talent as the team scales.
- Guide the TAM organization to deliver exceptional service experiences, grow services revenue, and contribute to strategic programs.
- Ensure team members are effective, supported, and growing in their careers and user work.
- Set clear goals and direction for the team and each individual, and provide regular feedback on team members’ performance.
- Analyze user feedback and experience data to improve efficiency and quality.
- Advocate for Stripe users and champion their needs internally.
- Model and reinforce Stripe’s values and user-first philosophy, including transparency, empathy, inclusion, and support.
- Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, and 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. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
- 10+ years of experience building and leading teams and businesses in high-change environments, with a record of delivering high-impact work in professional services, customer success, solutions architecture, or technical account management programs.
- Proven ability to collaborate across complex environments and build relationships that deliver impact.
- Excellent written and verbal communication skills.
- Strong sales revenue-growth or operational background, with a track record of making data-driven decisions.
- Ability to execute and deliver complex operational projects involving multiple stakeholders.
Preferred qualifications
- Experience with fintech Software as a Service (SaaS) products or the payments industry.
- Experience leading growth initiatives, including driving sales revenue or improving operational service, with a successful track record.
- Proven ability to scale a technical services or technical support team in a high-growth environment.