Head of Customer Success

Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an all in one card issuer processor and program management platform. We give digital-first organizations the flexibility to easily issue and process payment cards that accelerate business growth and profitability. 

We’ve raised $104M+ and grown our team to 100+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 22+ 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.

The Head of Customer Success will lead the customer success team at Highnote while managing Highnote’s entire book of embedded finance customer programs. Customer Success at Highnote is responsible for the post sales life cycle - enabling customers’ long term success. This key senior leader will be responsible for building, and executing against, strategies to assist Highnote’s customers to achieve their business objectives using the Highnote platform to build best-in-class embedded finance solutions. This role reports into the Chief Revenue Officer and will scale the current Customer Success team to account for Highnote’s rapid growth. 

• 8-10 years in people management within high growth early stage companies 
• Experience building high-performance teams
• Previous experience owning a portfolio of customers (preferably SaaS, technology and/or fintech related)
• 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
• Technical expertise managing API-enabled customers
• Lead by example, with empathy and humility
• Financial forecasting expertise

• Act as a Player/Coach - owning some of Highnote’s most strategic accounts while leading the Customer Success team 
• Build out and lead the Customer Success team through training, coaching, and development
• Establish strong relationships with C-Suite executives and Founders within embedded finance customer organizations
• Create portfolio and engagement strategies while assigning relationships across the Customer Success team
• Serve as executive sponsor for Highnote’s customers - working with the team to develop solutions to challenges, drive customer alignment, and directly engage with customers in developing roadmaps to enable their visions
• 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
• 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 within Highnote
• 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

• Financial analysis experience
• Contract management and negotiation experience 

• We’re an early stage 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, and XYZ Ventures. Angel Investors include Bill Ready (CEO at Pinterest) and Renaud Laplanche (Co-Founder & CEO of Upgrade).

• Flexible time off (unlimited PTO)
• 100% healthcare coverage + 75% coverage for dependents
• 401k program
• Up to 16 weeks off for Maternity leave + up to 6 weeks of Paternity leave
• Equity in Highnote
• Stipend to build out your home office; internet 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 $175,000-$225,000

Please note that positions located in San Francisco are hybrid and include core working days of Tuesday, Wednesday, Thursday in office. We provide flexible work options based on distance from our downtown SF office. 

Highnote is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people from all backgrounds and identities to apply. We do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other characteristics protected by US federal state or local laws, or the laws of the country or jurisdiction where you work. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e.: she/her, he/him, they/them, etc).