Head of Client Success, US

Head of Client Success, US Stream is on a mission to bring financial wellbeing to all workers. We partner with some of the world’s most well-known employers, like Crate & Barrel, Driven Brands, General Electric, New Balance, Restaurant Brands International (RBI) and others, to give their teams access to fairer financial services. Over 3 million people track their shifts and earnings, start their first savings account, use budgeting tools, access financial education and choose when they want to get paid. All in one smartphone app. Stream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds our founding investors. You’d be joining a team of over 200 passionate, ambitious people - across the UK, Europe and US - building a category-leading FinTech product with the mission to improve the lives of millions. The Role We're looking for a Head of Client Success to reimagine what customer success looks like at Stream. This is a player-manager role where you'll own our most strategic customer relationships while building and leading the next generation of technical, product-oriented CS. You'll be hands-on with customers while simultaneously shaping the function and mentoring a small team. You will work at the intersection of customers, product, and engineering, becoming the technical voice of the customer internally and the product expert externally. What You'll Own Customer Leadership (70%): Own strategic relationships with 5-10 enterprise customers (10,000+ employees) Serve as primary technical point of contact from post-sale through renewal and expansion Lead quarterly business reviews demonstrating impact on financial wellbeing metrics, retention, and recruitment Drive product adoption and feature utilization through data-driven engagement strategies Troubleshoot complex technical issues involving payroll integrations, data flows, and API configurations Identify expansion opportunities and partner with Sales on upsells and cross-sells Act as customer advocate internally - translating needs into product requirements and roadmap priorities Team Building & Leadership (30%): Mentor a team of 4 technical CS professionals Define the playbook for technical customer success - methodologies, metrics, and best practices Create scalable processes for onboarding, health scoring, and lifecycle management Establish success metrics and reporting frameworks to measure customer health and CS impact Foster a culture of technical excellence, customer empathy, and continuous improvement Partner with Product, Engineering, and Sales leadership to align on customer strategy Strategic Initiatives: Build customer feedback loops that inform product strategy and development priorities Design and implement customer education programs (webinars, documentation, training) Develop case studies and customer success stories to support marketing and sales efforts Identify trends across customer base to proactively address churn risks and expansion opportunities About You Proven player-manager experience - you've successfully balanced hands-on customer work with team leadership Deep technical fluency - comfortable discussing APIs, webhooks, data integrations, and system architecture Track record of managing enterprise customers with complex technical requirements Data-driven approach to customer health, adoption metrics, and business outcomes Exceptional communicator who can translate technical complexity for both technical and business audiences Builder mentality - you've created CS processes, frameworks, or teams from early stages Strong commercial acumen - you understand SaaS economics, expansion models, and churn prevention Salary: From $130,000 to $180,000 + Bonus, Equity & Benefits Location: We operate a hybrid working policy; 3 days a week from New York office. What will we do for you? 20 Days vacation in addition to federal holidays, as well as flexible time off allowances for any ad-hoc childcare/family/caring needs 12 weeks paid Maternity Leave and 2 weeks paid Paternity Leave for employees with over 12 months service Health, dental and vision benefits (a number of these benefits are paid in full for the employee) We want to invest in you financially, so we have a 401K program And of course, the best benefit of all, access to Stream! At Stream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Stream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status. Department Client Success Locations New York Remote status Hybrid About Stream Stream improves the financial wellbeing of 4 million frontline workers, with a workplace finance platform built around their pay. Award-winning employers like Asda, Bupa, Crate & Barrel, Pizza Express and the NHS make money fairer and work more rewarding, by offering Stream as an employee benefit. Stream is a B Corporation that was founded with a social charter and built with the Fair By Design financial inclusion campaign. Founded in 2018 Co-workers Over 250