User Onboarding Manager, Implementation Service Desk


  • Full Time

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

The Professional Services organization strives to accelerate our users’ achievement of their business outcomes, through offerings ranging from custom, white glove engagements to self-service, curated portals. We develop a shared vision, establish joint accountability, and prioritize their long-term success above all else.  We strive to be experts in all of Stripe's products in order to provide strategic and technical guidance on how best to integrate with and operate on Stripe.

What you’ll do

The User Onboarding Manager will join the growing Implementation Service Desk (ISD) team within the Professional Services organization. You will own relationships with users and be responsible for ensuring they achieve their outcomes by proactively guiding them through their Stripe onboarding journey working with a team of ISD Onboarding Agents.


  • Proactively engage and guide users through the Stripe onboarding process
  • Unblock and enable users by facilitating Stripe internal processes and managing Stripe-owned tasks on behalf of the user
  • Monitor pipeline for upcoming projects and manage portfolio of users to be onboarded
  • Lead and coordinate automated activities, ISD Onboarding Agents, and other Stripe experts to deliver Onboarding activities and address user questions
  • Drive continuous improvement of the service and own a program workstream (e.g. user communication, process improvement, data intelligence etc.)
  • Measure and report the progress status and completion of User onboarding

Who you are

We’re looking for enthusiastic and resilient individuals committed to go above and beyond for our customers. If it sounds like you, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • Corporate internship or 1+ years of professional experience
  • Experience in a customer-facing environment
  • Strong analytical, quantitative and operational capabilities
  • Comfort in operating in a highly ambiguous and fast paced environment
  • Experience collaborating on multiple projects or initiatives simultaneously
  • BSc or equivalent degree in a related field (technology, business administration, project management etc,) 
  • Exceptional communication and presentation skills
  • You enjoy working in an in-office environment with strong cross team collaboration and support

Preferred qualifications

  • Strong technical aptitude
  • Project management training or certification
  • Ability to communicate in some other language in addition to English (French, German, Mandarin, Thai, Japanese is a bonus)
  • Payments/ ecommerce experience
  • Experience working in a Professional Services organization or in a customer success/support organization


Job Overview