Customer Success Manager, Fraud & Disputes

About this role

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 CSM for Fraud & Disputes 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.

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