Head of Key Accounts, Customer Success

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 c...

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 sc...

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.

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