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 workflows
- Multi-discipline payments expertise - depth in multiple areas from issuing, acquiring, credit, money movement, alternative lending, expense management, or other relevant to existing subscribers
Why Highnote?- We're a startup that allows for our employees to truly build from the ground up and impact every layer of our organization.
- We're a team of payments obsessed individuals. While some of us come from the fintech world, some of us don't. We value the varied backgrounds and the diverse perspectives of our employees.
- We're small on hierarchy and big on growth. We're a flat organization that allows everyone to have direct exposure to our leadership team. We are looking for builders who thrive in ambiguity.
- We're backed by Oak HC/FT, Costanoa Ventures, Adams Street Partners, Westcap, and Pinegrove Venture Partners. Angel Investors include Bill Ready (CEO at Pinterest) and Renaud Laplanche (Co-Founder & CEO of Upgrade).
Highnote benefits- Flexible Paid Time Off
- 100% healthcare coverage + 75% coverage for dependents
- 401k program
- Paid Parental Leave: Up to 16 weeks paid leave for the birth parent, and up to 6 weeks paid leave for the non-birth parent
- Equity in Highnote
- Stipend to build out your home office; internet and phone reimbursement
- At Highnote we have built a total rewards philosophy that includes fair, equitable, geo-based compensation that is performance and potential based. Our compensation packages are competitive based on robust market research and are a combination of a cash salary, equity, and benefits. In compliance with the Equal Pay for Equal Work Act, the annual salary range for applicants is $150,000-$200,000.
Please note that positions located in San Francisco are hybrid and include core working days of Monday, Tuesday, Wednesday, Thursday in office. We provide flexible work options based on distance from our downtown SF office. Highnote believes in the power of face-to-face, personal connection. As a result, we prioritize in-person candidates.
