Strategy & Operations Business Partner, Customer Success

The role

You will shape the Customer Success operating model and long-term direction. You will lead annual planning, OKR development, and engagement-model design to help the team scale.

What you will do

• Work cross-functionally to analyze and troubleshoot system challenges
• Define operating models for new Customer Success specialisms
• Design and implement AI-enabled workflows
• Conduct analysis and investigation of system operations and workflow management
• Translate business needs into scalable technical solutions
• Develop scalable, automated reports and dashboards
• Oversee the management of CSM territories
• Enhance business processes through data-driven decision-making
• Define and monitor annual and quarterly OKRs
• Prepare materials for QBRs and other leadership meetings

Required qualifications

• 7+ years of work experience, with a significant portion in strategic / operational roles at high-growth tech companies or consulting
• High comfort with ambiguity
• Experience with and holding a high bar across operational design, strategic planning, and reporting
• Comfortable working independently with minimal oversight
• Experience working cross functionally with senior stakeholders
• Technical proficiency in AI tools
• Strong analytical rigor
• Ability to manage technical resources and translate business needs into requirements

Nice to have

• Experience working with Go-to-Market teams including Customer Success
• Proficient in SQL

About the company

Stripe is a financial infrastructure platform for businesses. Its mission is to increase the GDP of the internet.