About the team

The Platforms Customer Success team partners closely with Sales, Paid Support, Solutions Architecture, Product, and Payments Performance to deliver mission‑critical growth and retention outcomes for Company’s largest customers. This high‑impact team is responsible for growth, optimization, stakeholder engagement, and cross‑functional program delivery for a handful of high‑value enterprise merchants.

• What you’ll do

We’re looking for a leader to scale Company’s Customer Success efforts for our managed platform customers. This leader will manage teams of CSMs focused on a portfolio of enterprise platform accounts, 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.

• Lead and grow a team of platform-focused CSMs: 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 top platforms in the portfolio: define multi‑quarter account roadmaps, support executive business reviews, and ensure broad sponsorship.
• Set clear goals focused on product distribution 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 Company and customer leadership on success metrics.
• 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.
• 15+ years in customer-facing roles with at least 8+ years leading Customer Success, Account Management, or related teams.
• 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.
• Excellent written and oral communicator with experience presenting to C‑level stakeholders and influencing internal roadmaps.
• Bachelor’s degree or equivalent practical experience.
• Experience in commerce platforms, payments, or fintech; familiarity with Company products is 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.