Program Manager, Customer Success Efficiency and Scale

August 31, 2026

Other Jobs To Apply

No other job posts for this day.

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 the 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 and frontline insights to surface the highest-value opportunities, then partner with Product, GTM, Support, Operations, and technical teams to turn those opportunities into durable tools, programs, and improvements.

Our mission is to help Stripe’s user-facing teams deliver more strategic, effective, and scalable experiences for users. We build the capabilities that help Customer Success Managers and the broader field better understand users, identify opportunities, and deliver value, while extending Customer Success impact beyond named coverage. We are establishing a more unified approach to Customer Success tooling and efficiency, with product discipline from problem discovery through adoption and measurable impact.

What you’ll do

As the Program Manager, Customer Success Efficiency and Scale, you will act as the product leader for a portfolio of internal tools, AI-enabled workflows, assets, and scaled programs that enable Customer Success and other user-facing teams. You’ll turn frontline pain points and user needs into a prioritized roadmap, define clear requirements and success measures, and partner with technical, data, and operational teams to deliver solutions that are adopted and create measurable impact.

Although this role is titled Program Manager, it requires a strong product-management mindset and experience: deep user discovery, strategic prioritization, crisp product requirements, cross-functional delivery, and continuous iteration based on adoption and outcomes. You’ll operate in a highly ambiguous environment, create clarity across a broad stakeholder set, and balance near-term improvements with a longer-term vision for scaling Customer Success capabilities.

Responsibilities

Own the roadmap: Set and prioritize the Customer Success Efficiency and Scale roadmap, balancing user needs, business impact, feasibility, and organizational priorities.
Discover and define problems: Partner with Customer Success Managers, Sales, and other user-facing teams to identify pain points, validate opportunities, and determine where tooling, automation, AI, or self-service can create leverage.
Shape solutions: Translate validated needs into clear product briefs, requirements, success metrics, and launch plans. Partner with technical teams to deliver scalable solutions.
Drive delivery and adoption: Coordinate cross-functional execution, manage dependencies and trade-offs, and ensure each launch has a clear enablement, measurement, and iteration plan.
Scale Customer Success (CS) impact: Build tools, assets, and programmatic motions that help Sales and other teams deliver CS-caliber value where dedicated CSM coverage is not available.

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 experience in product management, program management with substantial product ownership, business operations, consulting, or a related field.
Experience leading products, platforms, workflows, or customer-facing solutions from discovery and prioritization through launch, adoption, and iteration.
Strong product sense and user empathy, with the ability to turn ambiguous qualitative and quantitative inputs into clear strategy and requirements.
A track record of leading complex, cross-functional work across technical, operational, and go-to-market teams.
Strong analytical and structured problem-solving skills, including the ability to evaluate trade-offs and design scalable solutions.
Excellent communication and influence skills, with the ability to create clarity and drive alignment across frontline teams and senior leaders.
High degree of comfort with AI tools.

Preferred qualifications

Experience building internal tools, automation, AI-enabled workflows, or self-service experiences for customer-facing or go-to-market teams.
Experience partnering with engineering, data, analytics, or AI teams to scope and deliver technical solutions.
Experience developing multi-quarter roadmaps that balance quick wins with longer-term foundational investments.

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...