Strategic Key Accounts & Customer Success Leader

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

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.