User Health Strategist

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 User Health Strategist role exists to accelerate resolution of high‑risk, high‑visibility user issues 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 complex issues, 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 issues from arising.

Responsibilities

• Strategic Assessment: 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 issue management. At times, act as program manager/DRI responsible for driving resolution.
• Strategize and codify: Act as an internal strategist to identify systemic patterns from customer issues. Partner with cross‑functional teams to recommend playbooks, product, process, or tooling changes. Lead post‑mortems and memorialize lessons to prevent recurrence.

It is important to note that the below are not in scope for this role:

• Managing Support tickets: This role is not intended to replace user support or handle standard ticket queues.
• Permanent Account Management: This role will act in addition to, not in replacement of account teams (AM/CSM/TAM); engagements are time-bound and project-based.
• Incident / Escalation Response: This role will not serve as immediate incident or escalation response.

Minimum Requirements

• 6+ years of experience in program management, go-to-market, support, operations, account management, or a related discipline.
• Proven strategic program management of complex, multi‑stakeholder projects or customer issues 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. Proven experience driving clarity in ambiguous, high-stakes environments.
• 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

• Comfort with SQL or analytics tools to interrogate program and user data.

Hybrid Work at Stripe

This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office).

Key skills/competency

• Program Management
• Customer Advocacy
• Operations Management
• Issue Resolution
• Process Improvement
• Strategic Assessment
• Cross-functional Coordination
• Stakeholder Management
• Problem-Solving
• Analytical Skills