Manager, Technical Account Management
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 Paid Support 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 Paid Support team responsible for supporting our largest and most strategic users. The leader will lead a high performing team of our most experienced TAMs, managing managers 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 the Head of Technical Account Management - Platform.
Responsibilities
- Partner with the 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 incredible services experiences, grow services revenue, and contribute to strategic programs.
- Ensure that team members are happy, effective, and growing in their career and user work.
- Set clear goals and direction for the team and each individual; provide regular feedback on your team members’ performance.
- Analyze data from user feedback and experiences to drive efficiency and build quality.
- Be an advocate for Stripe users and champion for users’ needs internally.
- 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. The preferred qualifications are a bonus, not a requirement.
Minimum requirements
- At least 10+ years experience building and leading teams and businesses in high change environments delivering high impact in professional services, customer success, solutions architecture, or technical account management programs.
- 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.
- Bachelor's Degree required.
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.
Partner Development Manager, Alliances and Channels
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 Worldwide Alliances and Channels team is responsible for developing and managing a global community of partners that helps ambitious businesses with industry-leading payments and financial infrastructure solutions and services. These partnerships help Stripe unlock market opportunities and accelerate user growth across segments, from startups to enterprise companies.
What you’ll do
We are looking for an enthusiastic Partner Development Manager (PDM) to join the Americas Alliances & Channels team. This is a partner relationship and revenue-generating role, reporting to Americas Alliances & Channels leadership.
You’ll cultivate and maintain relationships with executives and sales teams at Stripe and partner organizations. You’ll secure new business, negotiate and close strategic partnerships, and help accelerate Stripe’s business across the region with systems integrators, consulting firms, and development agencies. You’ll also execute Stripe’s global partner programs, marketing, enablement, and co-selling initiatives across the region, driving partner participation and engagement.
Responsibilities
- Build deep relationships across sales, and marketing, and partner leadership teams.
- Develop a revenue-generating joint go-to-market plan for assigned partners, including joint activities such as events and webinars, engagement with partner account executives through enablement and co-selling plans, and solution development.
- Develop and execute Stripe’s partner strategy with assigned partners, aligned with Stripe’s regional business and global partner strategy
- Advocate for partners and identify partnership growth opportunities
- Report weekly, monthly, and quarterly to key stakeholders, using a strong analytical approach and clear communication
- Work with program, marketing, and sales teams to execute partner programs, events, and sales engagement
- Build playbooks and collateral that help partners sell effectively
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
- 8+ years of partnerships or sales experience in technology, financial services, or a similarly complex B2B environment
- Experience owning and growing strategic partnerships that generated measurable commercial outcomes, such as sourced pipeline, closed revenue, partner engaged revenue, partner-sourced opportunities, or joint go-to-market activity
- Experience developing and executing joint go-to-market plans with external partners and internal sales, marketing, and program stakeholders
- Experience negotiating commercial agreements and influencing senior executive stakeholders
- Ability to travel as required for partner meetings, events, and internal collaboration
Preferred qualifications
- Bachelor’s degree or advanced degree
- Experience in payments, financial infrastructure, or financial services
- Experience working with systems integrators, consulting firms, development agencies, or other ecosystem partners
- Experience building partner enablement programs, co-selling motions, events, playbooks, or sales collateral
- Experience using data to assess partner performance, identify growth opportunities, and communicate results to senior stakeholders
- Sound business judgment, strong analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results
Product Manager, Hardware
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 Terminal helps businesses extend their online presence into the physical world. Our mission is to make it as easy for businesses to accept in-person payments as Stripe has made it to accept payments online.
Terminal provides an integrated in-person payments platform spanning software, payment processing, device fleet management, and hardware. Our hardware portfolio includes Stripe-designed readers and accessories as well as devices from third-party hardware partners. Together, these products enable businesses to build reliable, differentiated in-person payment experiences across a broad range of use cases, countries, and operating environments.
What you’ll do
We’re looking for an experienced Product Manager to build the strategy, development, and expansion of Terminal’s hardware portfolio. This role will work across both first-party and third-party hardware, helping define the multi-year roadmap for the devices, accessories, and partner ecosystem that power Terminal.
You will partner closely with hardware engineering, firmware and software engineering, design, operations, logistics, partnerships, sales, finance, legal, and regional teams. This is a highly cross-functional role for someone who can connect customer needs, technical constraints, business strategy, and execution across user experience, device capabilities, cost, quality, reliability, supply, and time to market.
Responsibilities
- Set and execute a multi-year strategy and roadmap for Terminal hardware across Stripe-built devices, third-party devices, accessories, and emerging form factors.
- Develop a clear point of view on where Stripe should build, partner, or expand its hardware portfolio to address customer needs, competitive gaps, and global market opportunities.
- Define product requirements, user journeys, and acceptance criteria for end-to-end hardware products from concept through validation, launch, and post-launch iteration.
- Partner with hardware, firmware, software, and quality engineering teams to guide development and deliver high-quality device experiences.
- Work with external OEM, ODM, and technology partners to evaluate product capabilities, define joint roadmaps, resolve technical issues, and deliver hardware.
- Lead the continued global expansion of Terminal’s third-party hardware portfolio, including device availability, local payment-method support, certifications, distribution, pricing, and launch readiness.
- Develop and lead the evaluation process for additional third-party hardware providers and build business cases for new device categories, accessories, connectivity, and specialized use cases.
- Engage directly with Terminal users, sales teams, and partners to understand in-person payments workflows, product gaps, and opportunities to improve the device experience.
- Establish success metrics for hardware products and partnerships, using customer feedback, adoption, device reliability, support signals, and financial performance to inform decisions.
- Communicate product strategy, priorities, risks, and trade-offs clearly to cross-functional partners and Stripe leadership, traveling occasionally to partner sites or Stripe offices, including APAC.
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+ years of product management experience or equivalent experience leading complex technology products.
- Demonstrated success shipping physical hardware, connected devices, embedded products, payments devices, consumer electronics, or similarly complex products from concept through launch.
- Experience defining and driving product strategy, roadmaps, requirements, prioritization, and launch plans for technical products.
- Experience partnering closely with hardware, firmware, and software engineering teams and the ability to participate credibly in technical product and architecture discussions.
- Strong judgment in navigating trade-offs across customer experience, technical feasibility, reliability, quality, cost, supply, and launch timing.
- Experience with hardware product-development and manufacturing processes, including prototype development, validation, production readiness, and sustaining lifecycle management.
- Experience working with external vendors, manufacturers, OEMs, ODMs, or other strategic technology partners.
- A customer-focused and analytical approach to product development, with experience leading cross-functional programs, creating alignment, and using evidence to set priorities and measure outcomes.
Preferred qualifications
- Experience in payments, commerce platforms, point-of-sale systems, or in-person payments.
- Experience managing a portfolio that includes both first-party products and third-party partner products.
- Experience with sourcing, supply-chain risk, device pricing, unit economics, and global distribution.
- Experience with payment-device certifications, local payment methods, accessibility requirements, connectivity, or regulated hardware environments.
- Experience launching products internationally or a technical background in electrical engineering, computer science, or a related field.
Product Support Specialist
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.
What you’ll do
As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality.
You will take ownership of complex, technical user issues and work across teams, including Engineering and Product, to resolve them. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA).
Responsibilities
- Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation.
- Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
- Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
- Lead continuous improvement initiatives aimed at hitting key performance metrics (SOKRs) such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance.
- Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
- Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability.
- Lead cross-functional projects aimed at identifying inefficiencies in current processes and driving the implementation of long-term solutions.
- Constantly challenge the status quo and push for innovation in user support strategies and operational processes.
Who you are
We’re looking for someone who meets the following requirements to succeed in this role:
Minimum requirements
- 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues.
- Proficiency in SQL for data analysis and querying, with the ability to interpret datasets.
- Experience working with APIs
- Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution.
- Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress.
- Experience in project management, particularly in optimizing processes, workflows, or support operations.
- Willingness to work occasional weekends and holidays (with compensatory time off).
Preferred qualifications
- Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
- Comfort explaining technical concepts to both technical and non-technical stakeholders.
- Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues.
Sales Manager, Enterprise Platforms, Hunter Team
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 Platform Sales team works with B2B Software Platforms to help them facilitate payments for their customers using our Stripe Connect product. Software Platforms, also known as B2B Indirect, are software platform businesses who serve other businesses. Platforms already using Stripe include Shopify, Lightspeed and Mindbody.
What you’ll do
Responsibilities
- Recruit, train and lead a team of new business sales professionals
- Develop both the long-term vision and strategy for the team and manage day-to-day operations
- Be accountable for increasing revenue and scaling the team
- Coach, mentor and guide the team in developing consultative and solution-based sales skills
- Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs
- Inspire, motivate and enable individual development to promote career growth of direct reports
Who you are
We are looking for a self-starting leader who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. Ideal candidates will have management and leadership experience scaling a technology sales team, superior communication skills, and a knack for understanding unique customer needs.
Minimum requirements
- 13+ years of technology sales experience with 5+ years of people management experience
- Experience hiring, training and coaching a high-performance sales team
- Ability to build relationships with strategic client and industry thought leaders
- Experience operating in early stage, high-growth technology environment
- Demonstrated passion for Stripe’s mission
- Ability to clearly communicate technical concepts and build great relationships with highly technical customers
- Enterprise AEs must be in their current role for a minimum of 24 months
- Velocity AE’s must be in their current role for a minimum of 18 months
Strategy and Operations Business Partner, Global Payments Performance
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 Global Payments Performance (GPPT) team, which falls under the Customer Success organization, is a dedicated team of payment experts that help users optimize their payment and product setup with Stripe. The team provides direct User engagement to our most strategic Users as well as a variety of resources that support account teams (self-guided payment optimization workshops, optimization playbooks, data & insights).
The Customer Success Strategy & Operations team sits at the center of how Customer Success operates at Stripe. As GPPT scales, dedicated S&O support is required to both shape the function’s day-to-day operating model—from operating forums, capacity management and metric design— to the systems and cadences that enable execution of the team's long term vision. You will lead annual planning, OKR development, and engagement-model design to ensure GPPT is positioned to deliver for users and scale effectively.
This is a high-impact Business Partner and Builder role at the heart of GPPT and Customer Success. As a trusted thought partner to senior leadership, you’ll combine strategic insight, operational excellence, and hands-on execution to turn ambitious priorities into meaningful results. You’ll lead critical cross-functional initiatives and build the operating mechanisms that help teams make smarter decisions, execute with consistency, scale effectively, and deliver measurable value. Given the cross functional nature of our S&O org and the connective tissue we serve amongst post sales teams, you will also be responsible for leading a number of critical programs such as our global churn initiative.
If you enjoy moving between strategic problem-solving and hands-on execution—and bring a roll-up-your-sleeves mindset—this role is for you.
What you’ll do
The near-term focus of this role is to build the operational foundations of the GPPT business from the ground up. This includes building operating models, processes, business cadences, systems, team capacity management and reporting infrastructure to support a growing and increasingly specialised organization. As a key business partner, you’ll measure and analyse performance, develop metrics and dashboards, and lead data-informed process improvements that help the GPPT team operate more efficiently and deliver greater customer impact. You will also be responsible for running a number of cross functional projects such as our global Churn program that require dedicated oversight.
Responsibilities
- Build and run the GPPT operating model which will include including process, governance, forums, capacity modelling and metrics
- Develop reports and dashboards to meet key reporting requirements
- Design and implement AI-enabled workflows that improve GPPT efficiency, scalability, and customer impact
- Enhance business processes through data-driven decision-making
- Define and monitor annual and quarterly OKRs
- Prepare materials for QBRs and other leadership meetings
- Conduct analysis and investigation of system operations and workflow management. Work cross-functionally to analyze and troubleshoot system challenges
- Running cross functional & high impact global programs such as Churn
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
- 7+ years of work experience, with a significant portion in strategic / operational roles at high-growth tech companies or consulting.
- High comfort with ambiguity (and context switching) —you take an undefined operational problem, scope it, design a solution, and drive it to completion with minimal oversight.
- Experience holding a high bar across operational design, strategic planning, and reporting.
- You are comfortable working independently with minimal oversight while holding yourself accountable to deadlines.
- You have experience building operational foundations from the ground up.
- You have project/program management experience.
- Experience working cross functionally with senior stakeholders. You're comfortable bringing an independent and opinionated perspective.
- Technical proficiency in AI tools in order to automate workflows as needed.
- Strong analytical rigor—you're comfortable owning data and metrics directly, running your own analyses, and pressure-testing assumptions without relying on a dedicated analytics partner
- Ability to manage technical resources and translate business needs into requirements
- Proficient in SQL
Preferred qualifications
- Experience working with Go-to-Market teams including Customer Success
- Experience in Payments
User Escalation Specialist
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 Escalations team offers a single point-of-entry for all user escalations raised by Stripes on behalf of a user. This team is accountable for all user escalation resolutions by either direct responsibility for resolution or by partnering with other support and non-support teams to facilitate a resolution. We aim to help users find speedy issue resolution and alleviate confusion and unnecessary effort from non-Support Stripes to do this. We will dig into specific user escalations to find top drivers for our most frequent and painful issues affecting our largest users as well as analyze the experience for the broader subset of users.
Ultimately, these cases often shine a light on points of failure within Stripe, and the User Escalations team has the opportunity to create transformative user experiences, while also helping edit Stripe to rectify the structural issues that resulted in the escalation in the first place.
This is a high visibility, high impact role, with the responsibility to work with users and cross functional stakeholders, all while helping build this team from the ground up.
What you’ll do
In this role, you will play a vital part in addressing user escalations at Stripe, focusing on swift and effective resolution. You’ll engage directly with users and the reporters of the escalations, while also collaborating with product and engineering teams to ensure user issues are resolved effectively. Additionally, you will leverage data and insights to identify trends, root causes and drive support improvements across the wider organization.
Responsibilities
- Respond to incoming User Escalations from Stripes in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution
- Communicate directly with users to solve the most painful problems, via email and phone
- Be accountable for timely and accurate resolution for all User Escalations within agreed service levels
- Directly, or in partnership with other Stripe teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
- Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
- Share findings and insights with leaders through forums and presentations
- Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users’ first mentality
- Challenge the status quo, identifying how and where Stripe needs to improve to better serve users
- Help build the team and process from the ground up
- Support training and socialization efforts for process adoption across Stripe
- Build relationships with partner teams and drive accountability for completion of remediations
- Understand and help influence the relevant product roadmaps that will address the most frequent user escalations
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
- At least 5+ years of experience in a user support (customer facing) role
- Prior experience in troubleshooting and working on short SLA cases / escalations.
- Prior experience working on projects or process improvement initiatives
- Sound judgment and impeccable attention to detail
- Deep sense of customer care and users-first perspective
- Unflappable, exothermic energy under pressure
- Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience
- Solid stakeholder management skills and an ability to influence others to drive progress
- A sense of urgency and a drive to see issues through to resolution
Preferred qualifications
- Experience leading multiple concurrent projects
- Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
- Experience in large / enterprise users is a plus
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