Head of Key Accounts, Customer Success

About this role

Lead the Customer Success organization serving Stripe’s largest key accounts. Build and develop a team of senior CSMs while driving customer retention, expansion, product adoption, and payments optimization through strategic account planning and cross-functional collaboration.

About the company

Stripe provides payment infrastructure and financial tools that help businesses accept payments, manage subscriptions, and move money globally. It serves startups through large enterprises with APIs for online and in-person commerce.

The team

Key Accounts Customer Success team

What you'll do

• Hire, coach, and develop senior CSMs; set goals and establish team operating rhythms.
• Own strategic account plans, multi-quarter roadmaps, and executive engagement.
• Set and report on goals for product distribution, share of wallet, and business impact.
• Develop scalable adoption, churn-risk, optimization, and renewal playbooks.
• Coordinate cross-functional delivery and manage escalations.
• Own account health, volume forecasting, and growth goals.
• Share key-account learnings with go-to-market and product teams.

What we're looking for

• 15+ years in customer-facing roles, including 8+ years leading strategic customer success, account management, or related teams.
• Experience in payments or fintech.
• Experience managing a small portfolio of large strategic customers.
• Track record of driving organizational change across cross-functional stakeholders.
• Strong skills in account planning, project management, stakeholder mapping, and executive engagement.

Nice to have

• Familiarity with Stripe products.
• Experience with Salesforce, Gainsight, Looker, or other CRM, CSM, and BI tools.
• Experience in a high-growth, matrixed organization.

Benefits

• Equity
• 401(k) plan
• Medical, dental, and vision benefits
• Wellness stipends