Stripe

“Honestly, that's the most common failure mode with this kind of thing, where you hire someone who you do see glimmers of greatness in them, but they're just not great in the way the organization needs, and the organization, like, Oregon rejects them in some wa…”

“The angle I think is really fruitful within a company, is sell something else to your same buyer. And you kind of know that user and you know their needs. You're much more likely to succeed by giving them an additional product than trying to launch a product t…”

“When Stripe got larger and larger, the question became not only why now, but like, what's the opportunity on the table for this idea? Like, this has to be an idea where we could eventually work it out to Patrick's, you know, sort of bar was, is this gonna add,…”

“You have to be tenx better at that phase than whatever they had before versus we just didn't, we just need to not suck with the other way.”

“It was actually over the course of A couple years where the decision-making power sort of shifted in our existing user base to more of a finance buyer.”

“It's like always easier in a lot of ways to do the prevent churn off of you versus win someone out of the gate.”

“A lot of the PMs that we've hired to do that type of work are ex-founders, and that was true of Stripe as well.”

“Core payments maybe took 75% of the engineering bandwidth.”

“Yeah, I think you want the team to be really self-sufficient. So you want the team to not have to reach outside of itself to borrow expertise from other parts of the organization. Like certainly within the organization, there are parts of the code base that th…”

“And then we had started exploring this thing called Connect where Amber Feng and Christina Cordova had built an initial version of this, like, multi-party payments idea that Someone like Shopify or someone like Lyft could be able to route payments in multiple …”

“The whole engine of Stripe's business is your users should not grow, grow off you. Like as they scale, you make more money. And they make more money.”

“The engine that powers Stripe is payments. It is payments. It's always gonna be payments. Like, payments is really, really vital, and Stripe should not have, and did not, like, overreach into multi-product before payments was, like, really, really, really work…”

“There was just no good resource for getting advice and no like technology interface that we thought was kind of Up to par with the other e-commerce technologies we were using. And like, specifically we were using our e-commerce stack was like the usual one, St…”

“So at Stripe, we had a reliability like SLA that we kind of extended to enterprise customers in terms of there was actually like a financial consequence to us if we dipped Below a certain level of uptime. Like I think it was less than four nines of API availab…”

“As an authority figure coming in, it's easy to kind of look at those folks as holdouts, people who are resistance, resistant to change, people who are, you know, just stubborn, but it's usually those folks who have like the most valuable context.”

“Undocumented strategies at Stripe was we use a Ruby monolith. And so everything was done in the Ruby programming language with a few minor exceptions.”

“And here's a controversial one. There's times we spent a year. I'm like, you don't need to be here anymore. You have learned everything that you're going to learn here at Slack. It's time to go somewhere else. And I wouldn't say it like that, but there's truly…”

“Brand, especially at tech companies and at high tech companies, which are targeting developers, is a very bottoms up motion, where you're making a million different small decisions and being very intentional about them. And that adds up to a gestalt. Of how de…”

“We were shipping more than a hundred features a year even in the early days of Stripe.”

“So if it was, you know, touching an audience size of less than a hundred or so users, We would expect you to just get a peer to take a look at it to make sure that we didn't have any grammatical errors, but anything above that, it went through that review proc…”

“When you think like, oh, you need a different message for CFOs, a different message for IC engineers, I think that can actually kind of lead you astray when it comes to brand development. So that consistency is really key.”

“Stripe Press was an organization outside of marketing when it first started. We incubated it as a program that was really more mission driven.”

“And so at Stripe, we actually started off with solutions that were based much more on your business model. And we would create these solutions for SaaS companies, for marketplaces, for e-commerce companies that would collate together a bunch of capabilities ac…”

“We launched a capture the flag tournament at Stripe and that's typically for, you know, InfoSec researchers and black hat type of areas of security research. And we did that at the payments domain, and we had no expectations of how many developers would partic…”

“And I convinced them that they needed a marketer. They hadn't had a marketer until then and convinced them that they needed someone to think about marketing as a discipline full time. So I joined in, in late, 2013.”

“We delayed the launch of that page by almost a month and a half because our design team wanted to implement the game of life in the background, in the header background of that page. And that sounds crazy. It's like, why would you delay the launch of that by s…”

“I would say on this point of like micromanagement, I maybe have a contrarian point of view in that I don't think good brands are made without micromanagement.”

“When you sell to software engineering, sometimes you can go PLG for a lot deeper in the journey and, you know, Stripe and Twilio and others have done that very successfully. But data for a variety of reasons that are probably too boring to get into ends up nee…”

“In January of 23, I mean, it'll be interesting to share that, like, we didn't have billing in the product. You couldn't pay for Clayton in the product until past a million in ARR. Until a million in ARR, I was just sending Stripe invoices to people, which was …”

“Assess the talent pool pretty quickly. Like, just fire the people that aren't good. Especially if they're not a good culture fit, but also if they're just not doing well. One thing I have experienced myself, but also I've, like, seen with other leaders, like, …”

“Retools leadership team was like a collection of very different personalities. It was a big team was like, you know, I think they had 10 people on sort of the overall operating leadership team. Stripes team was always tight knit, five people.”

“And at one point, like, Patrick Ping made me, he was like, hey, like, I really want us to write a guide to Stripe's culture, and I want us to share it with candidates when they join, when they are considering Stripe. And ideally, half of the candidates who rea…”

“The second best thing you can do, I think, is just be super transparent and open throughout the process. Like, really good high performers want to hear how they can get better. Generally telling them, like, look, you're not ready for this role, and here are th…”

“Your main team has to be the executive team over your functional team, even though I think it's very tempting to want to, like, Spend more time with your functional team.”

“Truly the best thing you can do is hire an incredibly inspiring leader. Really great people want to work for really great people and learn from really great people.”

“One of the themes that has come out of that that has been surprisingly consistent, especially with these sort of, like, deeply technical companies, is that there's almost always a pairing of, like, a deeply technical founder with a more operations people-y per…”

“Yeah, he was an investor and, you know, incredibly impressive background, but, like, no operating experience, really.”

“There was some controversial, controversial, there was some stuff in there that was basically just like, you got to be willing to work really hard to actually, you know, be successful here long term. Oh my gosh, it was so controversial when it came out on Hack…”

“The way I've described leadership hires at companies, it's like, it's kind of like an arranged marriage. You both really have to choose to want to, like, make it work. It's not like a love marriage where, like, you know, which is like what I think happens with…”

“Claire joined Stripe when we were around a 150 people, and we were very, very close to organ rejection.”

“If you had not been here, which is what I ask in every performance review cycle of the people who work for me, like if they had not been here, what would have happened?”

“Reason number one why it's bad, but like reason number two why it's bad is because everyone looks at that bad hire or that bad fit, basically. Again, like, I don't think they're generally bad people, but like that person who isn't a good fit, and they look at …”

“One of the pieces of advice I got as I was starting this company, I spoke with Patrick Collins at Stripe. On building an API business, he said, like, your first API design will be wrong. Just know that.”

“If you took Stripe under Claire, She had people, but didn't have marketing at the outset, had marketing at a later point.”

“Stripe got much, much, much more rigorous about the budget is the budget, like, the, we've got headcount OpEx, and, like, that will be the number that we have collectively as a company. And across the course of the year, opportunities would emerge that you wou…”

“There was a lot of work that Will Gabrick did, to his credit, to get all of product, go-to-market, finance in sort of the same room. Like, we ran basically a thirty-person leadership team for a while, which is a lot to have in a weekly staff meeting, to have i…”

“When I was at Stripe, we were, I think, 8000 people by the time I left. Vercel is now north of 600.”

“He said, within your own organization, you do a great job of being both demanding and supportive. Cross-functionally, when you don't think somebody's good at their job, they're dead to you.”