Enterprise Customer Success Manager

Highnote • San Francisco, CA

28d • $150,000 - $200,000 • Hybrid

About The Position

As an Enterprise CSM at Highnote, you own a portfolio of existing customers and the outcomes that drive mutual growth. Highnote offers a unified platform for issuing, acquiring, credit, ledger, and money movement, designed to adapt to each business's unique needs. Your role is to own the full arc of the customer relationship, from a single program to a multi-product partnership, setting a high bar, learning fast, and leading effectively. You will be comfortable in technical discussions with developers and financial discussions with CFOs.

Requirements

• 8+ years in customer-facing roles (customer success, account management, or relationship management).
• 2+ years in payments, financial services, or fintech.
• Experience owning a revenue number (quota, NRR, or renewals) and forecasting/delivering over time.
• Analytical rigor, with comfort in revenue modeling and usage data, and the ability to translate data into insights and narrative.
• Cross-functional influence, with a track record of building support across Product, Engineering, Legal, and Compliance without formal authority.
• End-to-end ownership experience, running programs independently from start to finish and maintaining momentum across internal and external teams.
• Strong written, verbal, and executive presentation skills.
• Growth mindset, with the ability to give and receive feedback with humility.
• Strong character and integrity, representing Highnote’s values and raising the bar.

Nice To Haves

• Expertise in AI workflows to drive efficiency and effectiveness for Customer Success workflows.
• Depth in multiple areas of payments, such as issuing, acquiring, credit, money movement, alternative lending, expense management, or other areas relevant to existing subscribers.

Responsibilities

• Own the customer relationship and coordinate implementation and production support across Sales, Product, Engineering, Legal, Compliance, Marketing, and Operations.
• Set and achieve customer outcomes, aligning stakeholders on launch, rollout, and growth strategies to increase program and volume growth.
• Optimize customer portfolio to drive net revenue retention and payments volume growth, including modeling and forecasting.
• Proactively identify expansion opportunities using usage signals and account intelligence.
• Become an expert on customer businesses, key verticals, and solutions to connect the Highnote platform to their goals.
• Codify successful processes into tools, data, and insights to build a best-in-class Customer Success organization.

Benefits

• Flexible Paid Time Off
• 100% healthcare coverage + 75% coverage for dependents
• 401k program
• Paid Parental Leave: Up to 16 weeks paid leave for the birth parent, and up to 6 weeks paid leave for the non-birth parent
• Equity in Highnote
• Stipend to build out your home office; internet and phone reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed