Head of Key Accounts, Customer Success

Job Description

We're looking for a leader to manage teams of Customer Success Managers (CSMs) focused on a portfolio of Stripe's largest Key Accounts, driving strategic account planning, product distribution, executive engagement, and payments optimization to maximize retention, expansion, and customer lifetime value.

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.

Requirements

• 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; 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.

Preferred Qualifications

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