About the job
Join Our Team
About Stripe
Stripe is a leading financial infrastructure platform that empowers businesses of all sizes, from global enterprises to innovative startups. Our platform enables millions of organizations to streamline payment acceptance, enhance their revenue streams, and unlock new business potentials. Committed to our mission of increasing the GDP of the internet, we face exciting challenges ahead—offering you a unique opportunity to impact the global economy while engaging in meaningful work.
About the Team
As part of the Customer Advocacy and Programs team, you will be part of a close-knit, high-impact group within Customer Success dedicated to amplifying the voice of our customers. We transform customer feedback into actionable insights, collaborating with Product, GTM, Support, and Operations teams to develop strategies that drive significant improvements. Moreover, we provide swift and expert support for critical user situations, assisting account teams in navigating complex challenges through effective issue triage and best practice development. Our goal is to ensure that Stripe's most strategic customers extract maximum value from their partnerships with us.
Your Role
As a User Health Program Manager, your primary responsibility will be to expedite the resolution of high-stakes, high-visibility user escalations while establishing repeatable processes that minimize recurrence. You will work at the crossroads of customer advocacy, operations, and cross-functional collaboration: assessing escalations, crafting resolution plans, mobilizing resources, and coaching account teams. When necessary, you will serve as the primary point of contact and program manager for complex, multi-faceted escalations, and document learnings through post-mortems and playbooks aimed at preventing similar issues in the future.

