Head of Key Accounts, Customer Success

Stripe; San Francisco (CA); On-site; USD 276,000 - 414,000; Full time

Benefits offered by this job

Equity

401(k)

Medical insurance

Wellness stipend

Job summary

Stripe is seeking a leader to manage and scale a team of senior Customer Success Managers focused on Stripe’s largest Key Accounts. You will drive strategic account planning, executive engagement, and payments optimization to maximize retention and lifetime value.

You will hire, mentor, and scale the team, codify playbooks for platform engagement, and establish repeatable processes balanced with bespoke customer needs and operational rigor.

Qualifications

• 15+ years in customer-facing roles with at least 8+ years leading Strategic Customer Success or Account Management.
• 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.

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

Customer-facing leadership

Strategic account management

Executive engagement

Cross-functional collaboration

Tools

Salesforce

Gainsight

Looker

Job description

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About The Team

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. The team partners closely with Sales, Paid Support, Solutions Architecture, Product, and Payments Performance to drive critical outcomes for the users.

What you’ll do

We’re looking for a leader who will manage teams of CSMs focused on a portfolio of our largest Key Accounts at Stripe, driving strategic account planning, product distribution, executive engagement, and payments optimization to maximize retention, expansion, and customer lifetime value. You will hire, mentor, and scale the team, codify playbooks for platform engagement, and embed repeatable processes that balance bespoke customer needs with operational rigor.

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.

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum 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.

In‑office expectations

Office‑assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in Stripe Delivery Center roles in Mexico City, Mexico, Bengaluru, India, and Dublin, Ireland work 100% from the office. Also, some teams have greater in‑office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in‑person collaboration and learning from each other, while supporting flexibility when possible.

Pay and benefits

The annual US base salary range for this role is $276,000 - $414,000. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

We look forward to hearing from you. At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us.