Head of Key Accounts, Customer Success
Stripe · U.S. · 1340 Customer Success Management · listed October 21, 2026
The shape of it
Seniority
Manager
Where
Not stated
Requirements listed
5
Length
499 words
In the posting’s own words
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 it asks for · 5
- 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.
Also a plus
- Experience with CRM/CSM tooling and data platforms (Salesforce, Gainsight, Looker or other BI tools).
- Prior experience in a high‑growth, matrixed organization.
What the job covers
- 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.
Tools and skills named
Go to market
- Account management2×
- Customer success2×
- Forecasting
- Go-to-market
- Salesforce
- Solutions architecture
Data
- Looker
Operations & finance
- Project management
Ways of working
- Cross-functional
Words the posting leans on
- account14×
- strategic7×
- customer6×
- engagement6×
- key accounts6×
- product5×
- experience4×
- growth4×
- management4×
- requirements4×
- account planning3×
- executive engagement3×
- goals3×
- optimization3×
- payments3×
- performance3×
Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.
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