Head of Key Accounts, Customer Success
Core
Lead a team of senior Customer Success Managers (CSMs) to drive growth, optimization, and strategic engagement for Stripe's largest Key Accounts.
Role type
Senior leadership Customer Success Manager (Key Accounts)
Builds
Strategic account roadmaps, executive engagement programs, and scalable customer success playbooks for enterprise clients.
Domain
Fintech / Payments
Required skills
Strategic account planning, team leadership, executive engagement, stakeholder mapping, program management, performance metrics analysis, cross-functional coordination, churn risk management, volume forecasting, organizational change management
Preferred skills
CRM/CSM tooling (Salesforce, Gainsight), BI tools (Looker), high-growth matrixed organization experience
Technologies
Salesforce, Gainsight, Looker
Responsibilities
Hire, coach, and scale a team of senior CSMs; define multi-quarter account roadmaps and support executive business reviews; set goals for product distribution and share of wallet; implement repeatable adoption and renewal playbooks; coordinate cross-functional delivery for growth initiatives; align leadership on success metrics; scale learnings to other GTM teams
Seniority
Senior, hands-on IC with team leadership