Head of Key Accounts, Customer Success

The role

You will manage teams of CSMs focused on a portfolio of Stripe's largest Key Accounts. You will drive strategic account planning, product distribution, executive engagement, and payments optimization.

What you will do

• Lead and grow a team of senior CSMs focused on Key Accounts
• Hire, coach, set goals, run calibration and performance reviews, and develop playbooks
• Own strategic account planning and executive engagement for Key Accounts
• Define multi-quarter account roadmaps and support executive business reviews
• Set goals focused on product distribution and share of wallet gains
• Measure and report on performance metrics at an executive level
• Build and scale programmatic account management processes
• Coordinate cross-functional delivery and escalation management
• Own account health, volume forecasting, and growth goals
• Scale learnings from Key Accounts to other GTM and product teams

Required qualifications

• 15+ years in customer-facing roles
• At least 8+ years leading Strategic Customer Success, Account Management, or related teams in a SaaS consumption environment
• Experience in payments, or fintech required
• Proven experience managing a small portfolio of strategic large customers
• Independent, energetic leader with a proven track record of driving organizational change across cross-functional stakeholders and whole-team environments
• Strong programmatic and strategic skills: account planning, project management, stakeholder mapping, and executive engagement

Nice to have

• Familiarity with Stripe products
• Experience with CRM/CSM tooling and data platforms (Salesforce, Gainsight, Looker or other BI tools)
• Prior experience in a high-growth, matrixed organization

About the company

Stripe is a financial infrastructure platform for businesses. Its mission is to increase the GDP of the internet.