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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.
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.
The Red Accounts role exists to accelerate resolution of high‑risk, high‑visibility user escalations 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 escalations, 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 escalations.
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.