The opportunity
The Key Accounts Customer Success team is responsible for the growth, optimization, stakeholder engagement, and cross‑functional program delivery of Stripe’s most important users. Key Accounts often have complex multi-layered relationships, and are among our most important co-innovation partners.
What you'll 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 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.
What they're looking for
- + years in customer-facing roles with at least 8+ years leading Strategic: Customer Success, Account Management, or related teams.
- Experience in payments, or fintech; familiarity with Stripe products is a plus.
- 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.
- Experience with CRM/CSM tooling and data platforms (Salesforce, Gainsight, Looker or other BI tools).
- Prior experience in a high‑growth, matrixed organization.