Product Support Engineer

Stripe

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's Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company. WHAT YOU'LL DO We are looking for a motivated and curious professional to manage a book of enterprise customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. The ideal candidate is detail-oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. RESPONSIBILITIES • Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe's enterprise customers • Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction • Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights • Perform business reviews to align on user priorities, review payments performance metrics, share Stripe product roadmap, and provide guidance on how to optimize the value from Stripe • Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience • In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful 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 a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, working with a technical product • Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions • Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders • Proven track record of achieving targets and goals, preferably in a sales setting • Has handled difficult customers or situations and can demonstrate resolutions • The motivation and flexibility to work well in a high-growth environment where things change quickly   PREFERRED QUALIFICATIONS • History of success as a consultant, pre-sales, technical account management, or equivalent • Strong business sense and understanding of underlying drivers and strategy of our user's businesses • Track record of managing large, complex projects and programs • Prior experience in a Payments or FinTech environment

Stripe

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 As Stripe continues to develop innovative products that serve businesses of all sizes, risk will increase in complexity and scale. The Industry Expansion Strategy team protects Stripe's business and mission by building the policies, frameworks and practices that enable Stripe to support businesses in complex, highly regulated industries. As Stripe expands into new markets and products, we unlock revenue, advance trust and set the standard for what responsible growth looks like at scale. WHAT YOU’LL DO This role sits at the intersection of risk management and strategic business development. You'll embed directly with Sales account teams as a trusted risk advisor, helping Stripe win strategic opportunities and onboard large enterprise platforms—while ensuring that growth is sustainable and compliant. You'll also partner closely with Compliance, Legal, Financial Partnerships, and Product to build the governance and oversight frameworks for our Third Party Agents (TPA) program. We are looking for someone who is passionate about navigating ambiguity, enabling business growth while balancing risk, and is skilled at identifying ways to improve user experience. RESPONSIBILITIES * Partner with Sales, Legal, Compliance, and Financial Partnerships teams to lead pre-onboarding EDD for large, complex TPA merchants—covering AML and KYC compliance, credit assessments, and card scheme registration to ensure a smooth, high-quality experience for Stripe's most strategic users. * Own end-to-end Visa Third Party Agent program compliance, including driving periodic audits and user remediations, managing required scheme reporting cadences, and designing scalable operational programs. * Serve as the primary point of contact for card scheme and regulatory engagements to ensure ongoing registration and compliance requirements are met. * Perform research and analysis to assess Stripe's current risk performance and develop and prioritize long-term strategic plans for future growth. * Challenge the status quo and provide multiple alternative solutions and key execution criteria. * Represent Stripe in external engagements with our most critical partners and users. * Execute special projects and ad hoc analyses as initiatives, products, risks, and opportunities are constantly evolving. 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 professional experience in a related role in Payments or FinTech industries * Familiarity with banking and money movement regulations, including KYC and KYB, AML OFAC compliance, and credit and fraud risk * Foundational understanding of payments integrity risks and card scheme compliance rules (experience with TPAs is a plus) * Experience overseeing design execution and delivery of highly strategic programs. Proven ability to take complex issues and turn them into actionable next steps, hold others accountable, and meet deadlines * Data-driven problem-solving skills, including the ability to distill complex, ambiguous regulatory issues into clear, concise, and reliable guidance for stakeholders and Stripe users * Demonstrated track record of deriving insights from complex or technical problem spaces and evangelizing actionable product recommendations * Strong stakeholder management skills and operating rigor, including the ability to take ownership, be accountable, and lead without formal authority to navigate ambiguity and solve problems with the end user in mind * Entrepreneurial and curious mindset, including motivation to develop deep subject matter expertise and understanding of risk-based frameworks * Strong operating rigor, executive presence, and presentation skills, including experience engaging with leadership * Experience in a client-facing role managing relationships with large, global organizations PREFERRED QUALIFICATIONS * Strong desire to work in a fast-paced and innovative environment * A strong understanding of Stripe's business and products and an ability to research and self-start

Stripe

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's Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company. WHAT YOU’LL DO The Customer Success Manager for Radar is a specialized scaled coverage role serving the Global CSM Team. You will work across account executives, technical account managers, ProServ, and AEPs to drive Radar adoption and deliver measurable improvements in fraud rates, dispute rates, and overall payments health. You will be the domain expert and operational backbone for Stripe’s fraud and disputes product suite (examples: Radar Standard, Radar for Fraud Teams (RFFT), Disputes, Adaptive 3DS, Smart Refunds, Radar for Multiprocessor, and Radar for Platforms, working across partners in Product, ProServ, Support, and Data Science. The ideal candidate combines deep fraud and payments risk domain expertise with strong cross-functional instincts. RESPONSIBILITIES * Monitor and Mitigate Risk: Identify churn signals, integration gaps, and potential Card Brand Monitoring Program (CBMP) risks to proactively initiate optimization conversations. * Drive Value and Adoption: Educate users on fraud and disputes products, drive adoption of high-value features, and identify upsell opportunities * Cross-Functional Partnership: Collaborate with cross functional teams to support trials, conversions, and joint enablement. * Voice of the Customer: Act as the internal advocate by routing product feedback, representing user needs in roadmap discussions, and flagging systemic integration issues. * Operational Leadership: Own reporting and performance metrics, lead internal training, and participate in key customer business reviews (QBRs/EBCs) 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 enterprise relationship management or consulting, with 2+ years embedded in payments fraud, risk management, or disputes at a payments company, bank, or fintech * Domain Expertise: Proven experience with fraud prevention, chargeback management, and risk operations, including familiarity with fraud patterns, friendly fraud, first-party misuse, and dispute representment * Product Fluency: Hands-on experience with machine learning-based fraud tools, rule-based fraud engines, or dispute management platforms; familiarity with Stripe Radar is a strong plus * Executive Presence: Experience presenting fraud and risk performance data to and influencing senior stakeholders across risk, finance, and operations functions * Operational Rigor: Ability to manage a complex book of business, balancing multiple merchant fraud investigations, dispute escalations, and performance reviews simultaneously * Ability to navigate data and people to find answers, including interpreting fraud dashboards, dispute analytics, and authorization rate metrics PREFERRED QUALIFICATIONS *  Deep fraud and payments risk domain expertise with strong cross-functional instincts.