Job description
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
You’ll join Customer Advocacy and Programs team, a small, high-impact team inside Customer Success, that amplifies the voice of the customer and turns feedback into measurable change. We synthesize customer input across touchpoints to surface the highest‑value opportunities, then partner with Product, GTM, Support, Operations, and more to turn those opportunities into strategy, deliverables, and lasting improvements. We also provide rapid, expert support for the most critical user situations — helping account teams to distill complex problems, develop issue triage repeatability through process and playbooks, and build a point of view on best practices. Our mission is to ensure Stripe’s most strategic customers get maximum value from their Stripe investments.
What you’ll do
The Red Accounts role exists to accelerate resolution of high‑risk, high‑visibility user escalations and to build repeatable processes and playbooks that reduce recurrence. You’ll operate at the intersection of customer advocacy, operations, and cross‑functional coordination: evaluating escalations, designing resolution plans, mobilizing internal resources, and coaching account teams. When appropriate, you’ll act as the internal DRI and program manager for complex, multi‑workstream situations. You’ll also help institutionalize learnings by creating post‑mortems, playbooks, and processes that reduce similar escalations.
Responsibilities
- Triage: Conduct deep-dives with account teams to rapidly understand customer issues, assess level of criticality and impact, and clearly distill problems needing to be solved.
- Mobilize: Propose and align the necessary cross‑functional resources required to drive resolution.
- Coach and Manage: Advise account teams on resolution plans, operating models, playbooks, and best practices for escalation management. At times, act as program manager/DRI for escalations.
- Codify: Create and maintain escalation playbooks, runbooks, and templates; lead post‑mortems and memorialize lessons to prevent recurrence
- Strategize: Identify systemic patterns across escalations and partner with cross‑functional teams to recommend product, process, or tooling changes.
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
- 4+ years of experience in program management, go-to-market, support, operations, incident/escalation management, or a related discipline
- Proven experience managing complex, multi‑stakeholder projects or escalations end‑to‑end, including coordinating technical and non‑technical teams
- Prior experience with enterprise customers or large accounts and familiarity with executive engagement practices
- Ability to quickly distill complex information to assess risk, prioritize under pressure, and drive resolution with urgency
- Strong problem‑solving and analytical skills with comfort handling incomplete data and uncertainty
- Strong cross‑functional influencing skills and experience working with Product, Engineering, Operations, Support, Go-to-market, and Finance stakeholders
- Excellent written and verbal communication skills; experience preparing executive updates and leading cross‑functional meetings
Preferred qualifications
- Experience with SQL or analytics tools to interrogate program and user data
