Head of Key Accounts, Customer Success

Stripe

1d

About The Position

Stripe is a financial infrastructure platform used by millions of companies to accept payments, grow revenue, and pursue new business opportunities. Its mission is to increase the GDP of the internet.

The Key Accounts Customer Success team supports the growth, optimization, stakeholder engagement, and cross-functional program delivery of Stripe’s most important users. These accounts often involve complex, multi-layered relationships and are important co-innovation partners. The team works closely with Sales, Paid Support, Solutions Architecture, Product, and Payments Performance.

The Head of Key Accounts, Customer Success will manage teams of CSMs serving a portfolio of Stripe’s largest Key Accounts. The role drives strategic account planning, product distribution, executive engagement, and payments optimization to maximize retention, expansion, and customer lifetime value. The leader will hire, mentor, and scale the team, codify platform-engagement playbooks, and establish repeatable processes that balance individual customer needs with operational rigor.

Requirements

• 15+ years in customer-facing roles, including at least 8+ years leading Strategic Customer Success, Account Management, or related teams.
• Experience in payments or fintech.
• Proven experience managing a small portfolio of strategic large customers.
• A track record of driving organizational change across cross-functional stakeholders and whole-team environments to deliver strong outcomes.
• Strong programmatic and strategic skills, including account planning, project management, stakeholder mapping, and executive engagement.

Nice To Haves

• Familiarity with Stripe products.
• Experience with CRM/CSM tooling and data platforms such as Salesforce, Gainsight, Looker, or other BI tools.
• Prior experience in a high-growth, matrixed organization.

Responsibilities

• Lead and grow a team of senior CSMs focused on Key Accounts by hiring, coaching, setting goals, conducting calibration and performance reviews, and developing playbooks and operating rhythms.
• Own strategic account planning and executive engagement, including defining multi-quarter account roadmaps, supporting executive business reviews, and ensuring broad sponsorship.
• Set goals for product distribution and share-of-wallet gains that connect to business impact, and measure and report performance metrics at the executive level.
• Build and scale programmatic account-management processes, including repeatable adoption, churn-risk, optimization, and renewal playbooks that balance scalability with bespoke engagement.
• Coordinate cross-functional delivery and escalation management in support of annual growth initiatives.
• Own account health, volume forecasting, and growth goals, and align Stripe and customer leadership on success metrics.
• Scale learnings from Key Accounts to other go-to-market and product teams across Stripe.

What This Job Offers

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