Enterprise Customer Success Manager

About Highnote Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an embedded finance company that sets the standard in modern card platform management. As an all-in-one card issuer processor and program management platform, we provide digital-first organizations with the flexibility to seamlessly issue and process payment cards, embed virtual and physical card payments, and integrate ledger and wallet functionalities—empowering businesses to drive growth and profitability. We’ve raised $145M+ and have grown our team to 140+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 25+ US states. Operating through our core values of customer obsession, executional excellence, intentional inclusion, we’re helping businesses grow for the future by creating the payment products demanded by tomorrow, with the ability to solve for use cases that don’t exist yet. We are fast-moving, hands-on, and strongly believe everyone deserves a seat at the table. We believe we’re unlocking incredible opportunities that can change the future of payments, as long as we have the right people to make it happen. Job Description 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. What you’ll own • 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. Who you are • 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 Bonus skills • AI operator — expertise in AI workflows to drive efficiency and effectiveness for Customer Success workf