Strategy & Operations Analyst, Customer Success

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

Stripe has a growing focus on our Customer Success business and opportunity to drive growth. Our team provides strategic & operational partnership to those specialized sellers, cross-functional partners, and leadership. Partnership is provided across three pillars:

1. Strategy and planning
2. Operations
3. Analytics and insights

Within the GTM Strategy & Operations organization, our Customer Success Strategy & Operations team is dedicated to implementing business changes across operations, insights, processes, and tools. We focus on enhancing Stripe's productivity, empowering our CSMs in achieving key revenue goals and driving overall Stripe revenue. We're a global team, spanning across the Americas, Europe, and Asia Pacific.

What you’ll do

The near term focus of this role is on building business foundations, which necessarily entails a focus on operational projects (process design, business cadences, systems work). This analyst is a critical person to the foundations and scale of the Customer Success business. Their responsibilities include measuring and analyzing performance, forecasting, creating dashboards, and driving process improvements.

Responsibilities

• Work cross-functionally to analyze and troubleshoot system challenges
• Conduct analysis and investigation of system operations and workflow management
• Develop reports and dashboards to meet key reporting requirements
• 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

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

• 5-6 years of operations experience in a software solutions or technology company.
• 3+ years working with a GTM or Sales organization.
• Data Analytics (SQL, creating/running complex queries and building dashboards) 
• Business and operational SLA reporting.
• Communicate clearly, proactively, and concisely. 
• Self-starter and comfortable dealing with ambiguity.

Preferred qualifications

• Tableau or SFDC report development experience.
• Experience as a User and Report developer in SFDC