Customer Success Manager

Highnote was founded in 2020 by former executives from Braintree, PayPal, Lending Club, and Visa with the goal of simplifying payments for emerging enterprises with an all-in-one card issuance and full-stack acquiring platform. In other words, Highnote connects merchants and businesses to the most advanced virtual payments platform - the industry’s first built-for-purpose unified solution for virtual card issuing - extensible through developer friendly open APIs capable of handling the most complex payment processing business flows. Our mission is to help merchants and businesses grow by accelerating their digital transformation with innovative virtual payments products.

Since launching the company in October 2020, Highnote has raised over $90m in funding from Oak HC/FT, Costanoa Ventures, and XYZ Ventures (among others) to help accelerate their time to market and growth. Also invested in Highnote is Bill Ready (current CEO at Pinterest, and former President of Commerce at Google along with former COO of Paypal, and CEO of Braintree and Venmo) and Renaud Laplanche (Co-Founder & CEO of Upgrade, and former Co-Founder & CEO of Lending Club.)

Highnote is headquartered in San Francisco and currently has remote team members in Chicago, Atlanta, Dallas, and New York City. The team is currently 95+ people and growing!

You will be part of our founding sales team and have the opportunity to help build this function from the ground up. As one of our first Customer Success Managers, you will be responsible for the post sales life cycle of Highnote’s customers, enabling their long term success.  The Customer Success Manager role will be crucial to Highnote’s success as well as they will ensure that programs hit the ground running, but also serve as the constant connective tissue to customers ensuring that Highnote’s continued investment in our world class platform remains aligned to solving our customers’ most pressing needs.

• Partner closely with customers to build strong partnerships, drive adoption of the Highnote platform and align their program to business priorities to ensure our customers realize maximum value from their investment
• Lead the post-sale engagement efforts, resulting in engagement and retention of our customers, as well as growth and expansion of their programs
• Develop, implement, and execute upon QBRs with clients, developing analytical and reporting frameworks in support of the success of our customers
• Act as a customer advocate for product features and requirements
• Articulate and champion customer use cases in close partnership with current customers
• Partner with Sales, Customer Support, Product and Engineering to ensure an exceptional customer experience

• 8+ years of experience in a client-facing role managing customer relationships, preferably working with a technically advanced financial services product
• A deep customer service focus with strong attention to detail
• A person who works with dedication and pace to assist customers (internally and externally) overcome their challenges
• An entrepreneurial and ‘get-things-done’ mindset focused on delivering results
• A strategic, collaborative, and inclusive approach
• Strong communication, presentation, and analytics skills
• Ownership mindset - caring about seeing projects through from start to finish
• Lead by example, with empathy and humility