User Health Strategist

About This Role

This role is part of the Customer Advocacy and Programs team within Customer Success at Stripe, focusing on resolving high-risk customer escalations and building repeatable processes to prevent recurrence. It involves operating at the intersection of customer advocacy, operations, and cross-functional coordination.

Responsibilities

• Conduct deep-dives with account teams to rapidly understand customer issues, assess level of criticality and impact, and distill problems.
• Propose and align the necessary cross-functional resources required to drive resolution.
• Advise account teams on resolution plans, operating models, playbooks, and best practices for escalation management.
• Act as program manager/DRI for complex escalations when appropriate.
• Create and maintain escalation playbooks, runbooks, and templates.
• Lead post-mortems and memorialize lessons to prevent recurrence of similar escalations.
• Identify systemic patterns across escalations and partner with cross-functional teams to recommend product, process, or tooling changes.

Requirements

• 4+ years of experience in program management, go-to-market, support, operations, incident/escalation management, or a related discipline
• Proven experience managing complex, multi-stakeholder projects or escalations 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
• 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

Qualifications

• 4+ years of experience in program management, go-to-market, support, operations, incident/escalation management, or a related discipline

Nice to Have

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

Skills

* Required skills

Benefits