Enterprise Customer Success Manager
About The Position
As an Enterprise CSM at Highnote, you own a portfolio of existing customers and the outcomes that drive mutual growth. Highnote believes payments infrastructure should bend to each business, not the reverse — so they built one unified platform for issuing, acquiring, credit, ledger, and money movement. Their customers build the infrastructure their business runs on; their success is Highnote's success. The Enterprise CSM will own the full arc of that relationship, from a single program to a multi-product partnership. This role requires someone who sets a high bar, learns fast, and leads — as comfortable on a developer-to-developer call as walking a CFO through forecast economics.
Requirements
- 8+ years in customer-facing roles (customer success, account management, or relationship management)
- 2+ years in payments, financial services, or fintech
- Owned a revenue number — quota, NRR, or renewals, forecast and delivered over time
- Analytical rigor — comfort with revenue modeling and usage data, and the ability to turn it into insight and narrative
- Cross-functional influence — a track record of building support across Product, Engineering, Legal, and Compliance without formal authority
- End-to-end ownership — run programs independently start to finish, holding momentum across internal and external teams
- Communication — strong written, verbal, and executive presentation skills
- Growth mindset — give and receive feedback with humility
- Strong character and integrity — represents Highnote’s values and raises the bar around them
Nice To Haves
- AI operator — expertise in AI workflows to drive efficiency and effectiveness for Customer Success workflows
- Multi-discipline payments expertise — depth in multiple areas from issuing, acquiring, credit, money movement, alternative lending, expense management, or other relevant to existing subscribers
Responsibilities
- Own the customer. Coordinate implementation and production support across Sales, Product, Engineering, Legal, Compliance, Marketing, and Operations to deliver a clean experience inside and out.
- Set and achieve outcomes. Align stakeholders on launch, rollout, and growth strategy, and marshal the resources to grow each program and its volume.
- Optimize your portfolio. Drive net revenue retention and payments volume growth, modeling and forecasting across your full customer base.
- Drive growth proactively. Spot expansion opportunities before customers ask, using usage signals and account intelligence to move early.
- Become the expert. Know your customers’ business like your own — building depth in key verticals, solutions, and payments to connect our platform to their goals.
- Scale the business. Codify what works into tools, data, and insights that build a best-in-class CS 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
- Fair, equitable, geo-based compensation that is performance and potential based
- Competitive compensation packages based on robust market research and are a combination of a cash salary, equity, and benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
