Enterprise Customer Success Manager, Highnote

• 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

Desirable

• As an Enterprise CSM at Highnote, you own a portfolio of existing customers and the outcomes that drive mutual growth
• We believe payments infrastructure should bend to each business, not the reverse — so we built one unified platform for issuing, acquiring, credit, ledger, and money movement
• Our customers build the infrastructure their business runs on; their success is ours
• You’ll own the full arc of that relationship, from a single program to a multi-product partnership
• You set a high bar, learn fast, and lead — as comfortable on a developer-to-developer call as walking a CFO through forecast economics
• 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