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Highnote is an embedded finance platform founded in 2020 by leaders from Braintree, PayPal, and Lending Club. The company has raised $145M+ and operates as an all-in-one card issuer processor and program management platform, enabling digital-first organizations to issue and process payment cards, embed virtual and physical card payments, and integrate ledger and wallet functionalities.
As an Enterprise Customer Success Manager, you will own a portfolio of existing customers and drive mutual growth outcomes. You'll manage the full arc of customer relationships, from single-program implementations to multi-product partnerships, coordinating across Sales, Product, Engineering, Legal, Compliance, Marketing, and Operations.
Key responsibilities include:
- Owning the complete customer experience and coordinating implementation and production support across internal teams
- Setting and achieving customer outcomes by aligning stakeholders on launch, rollout, and growth strategy
- Optimizing your portfolio by driving net revenue retention and payments volume growth through modeling and forecasting
- Proactively identifying expansion opportunities using usage signals and account intelligence
- Developing deep expertise in customers' businesses, key verticals, and payments solutions
- Scaling the CS organization by codifying best practices into tools, data, and insights
You'll need 8+ years in customer-facing roles (customer success, account management, or relationship management) with 2+ years in payments, financial services, or fintech. You must have owned revenue numbers (quota, NRR, or renewals), demonstrated analytical rigor with revenue modeling and usage data, and a track record of cross-functional influence without formal authority. Strong communication skills, end-to-end ownership capability, and growth mindset are essential.
Bonus qualifications include expertise in AI workflows for CS efficiency and multi-discipline payments expertise across issuing, acquiring, credit, money movement, and alternative lending.
