Remote Position
[Remote] Head of Key Accounts, Customer Success
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Stripe is a financial infrastructure platform for businesses. The Head of Key Accounts, Customer Success leads teams serving Stripe’s largest accounts, driving strategic account planning, product adoption, executive engagement, payments optimization, retention, and expansion.
Responsibilities
- Lead and grow a team of senior CSMs focused on Key Accounts: hire, coach, set goals, run calibration and performance reviews, and develop playbooks and operating rhythms for a high-performing strategic CSM organization
- Own strategic account planning and executive engagement for Key Accounts: define multi‑quarter account roadmaps, support executive business reviews, and ensure broad sponsorship
- Set clear goals focused on product distribution and share of wallet gains that tie directly to business impact. Measure and report on performance metrics at an executive level
- Build and scale programmatic account management processes: implement repeatable adoption, churn-risk, optimization, and renewal playbooks that balance scalability with bespoke engagement for strategic accounts
- Coordinate cross‑functional delivery and escalation management in support of annual growth initiatives
- Own account health, volume forecasting, and growth goals; align Stripe and customer leadership on success metrics
- Scale learnings from Key Accounts to other GTM and product teams across Stripe
Skills
- 15+ years in customer-facing roles with at least 8+ years leading Strategic Customer Success, Account Management, or related teams
- Experience in payments, or fintech
- 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 to deliver strong outcomes
- Strong programmatic and strategic skills: account planning, project management, stakeholder mapping, and executive engagement
- 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
Company Overview
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