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

At Stripe we serve millions of companies around the world, including velocity businesses, startups, and enterprises that we serve directly with our financial infrastructure platform; as well as millions of end user businesses we serve through our large and diverse platform partnerships. As a user-first company, we believe strongly in building to meet the needs of our users and servicing them in the most personalized and effective ways possible. To better serve our users, we are building a Community function that will help our users build trusted relationships with each other and with Stripe, to help each other get the most out of Stripe and our solutions, and to provide Stripe with valuable feedback that we’ll use to improve how we build for and service our customers.

What you’ll do

Our users are such an important part of who we are as a company. We are looking to take that to another level by creating a community where customers can build trusted relationships with each other, get expert recommendations for services and products, give valuable insights to the company, and get their own burning questions answered. We are looking for an experienced individual to build and then lead this community effort, starting and then growing and engaging the community; developing community programs; measuring the success of the community; and more.  We're looking for a natural builder, doer, and leader who is not afraid to roll their sleeves up to join us on this amazing community journey.

Responsibilities

• Build and execute the community strategy, roadmap, and success metrics.
• Partner cross-functionally with the content marketing, product, GTM, and other teams to develop a community content strategy. Manage and execute on that strategy.
• Moderate, listen and engage regularly with Stripe community members, providing them with any support and resources they need. 
• Build a continuous feedback mechanism and monitor feedback from the community; bring those insights to the appropriate internal teams.
• Develop and execute a community ambassadors program, with a focus on building representative communities around specific verticals (industries, interest groups, and so on). 
• Facilitate an inviting, helpful, and honest community culture that represents the best of Stripe.
• Help plan and run community events throughout the year. 
• Build community-event-in-a-box programs, and enable community ambassadors to host their own events. 
• Measure, analyze, and track community data, providing regular reporting throughout the company and influence to key priorities. 
• Manage all internal and external community documentation.
• Create community onboarding and offboarding processes.
• Escalate and flag issues as needed to keep the community a trusted space.

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 in community management with experience scaling community programs and 8+ years relevant work experience.
• A strong communicator and writer. Being successful in this role will require you to excel at both internal and external communication.
• Passion about being a community and customer advocate. You understand why customer voices are so important.
• Flexibility to adapt quickly when priorities change.
• Solid understanding of cross departmental functions including marketing, product, and GTM.
• Strong organizational and execution skills.
• Expertise working with various online community platforms and tools.
• Experience working in a fast-paced startup-like environment.
• Someone who knows how to set goals, prioritize, and maintain focus when it comes to deadlines.
• Fantastic interpersonal skills, a great listener, and is extraordinarily empathetic.
• Passion for community and willingness to go the extra mile to serve users.
• Good technical understanding and can pick up new tools quickly.

Preferred qualifications

• Experience working in B2B communities strongly preferred.
• Prior working experience at a fast paced Fintech/ SaaS/ Technology company
• Bachelor's degree or higher education.
• Additional experience in any of the following: program management, customer success, customer support, or event planning.
• Data-driven, with proven experience creating/pulling reports and working with various forms of data and analytics to drive insights.