Head of Key Accounts - Customer Success

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

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 closely with Sales, Paid Support, Solutions Architecture, Product, and Payments Performance to drive critical outcomes for the users.

What you’ll do

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 scale the team, codify playbooks for platform engagement, and embed repeatable processes that balance bespoke customer needs with operational rigor.

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.

Who you are

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.

Minimum requirements

• 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.

Preferred qualifications

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