Strategy & Operations Analyst, Customer Success

About Stripe

Stripe is a financial infrastructure platform for businesses, enabling millions of companies, from startups to large enterprises, to accept payments, grow revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, offering an unparalleled opportunity to impact the global economy.

About The Team

Stripe is committed to growing its Customer Success business. Our team provides crucial strategic and operational partnership to specialized sellers, cross-functional partners, and leadership. This partnership spans three core pillars: Strategy and planning, Operations, and Analytics and insights. As part of the GTM Strategy & Operations organization, the Customer Success Strategy & Operations team implements business changes across operations, insights, processes, and tools, focusing on enhancing Stripe's productivity and empowering CSMs to achieve key revenue goals globally.

What you'll do

This Strategy & Operations Analyst, Customer Success role is pivotal in building business foundations and scaling the Customer Success business. The near-term focus will be on operational projects including process design, business cadences, and systems work. You will be responsible for measuring and analyzing performance, developing forecasts, creating essential dashboards, and driving continuous 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 encourage applications from candidates who meet the minimum requirements, with preferred qualifications being a bonus.

Minimum Requirements

• 5-6 years of operations experience in a software solutions or technology company.
• 3+ years working with a GTM or Sales organization.
• Proficiency in Data Analytics (SQL, creating/running complex queries and building dashboards).
• Experience with business and operational SLA reporting.
• Excellent communication skills, clear, proactive, and concise.
• Self-starter and comfortable dealing with ambiguity.

Preferred Qualifications

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

In-office expectations

Office-assigned Stripes are generally expected to spend at least 50% of the time in a given month in their local office or with users. This hybrid approach balances in-person collaboration and learning with flexibility, though specific team requirements may vary.

Pay and benefits

The annual US base salary range for this role is $115,100 - $172,700. This range is inclusive of several career levels and will be refined during the interview process based on experience, qualifications, and location. Additional benefits may include equity, company bonus, 401(k) plan, medical, dental, and vision benefits, and wellness stipends.

Key skills/competency

• Operations Management
• Data Analytics
• SQL
• Business Process Improvement
• GTM Strategy
• Forecasting
• Dashboard Development
• SLA Reporting
• Cross-functional Collaboration
• Performance Measurement