Payments Success Specialist – Account Management

The role

The Payments Success Specialist – Account Management drives retention, processing growth, and profitability for an assigned portfolio of 250 payments customers. You will build relationships with practice leaders, analyze account data, and conduct proactive outreach and business reviews.

What you will do

• Manage 250 payments accounts and build relationships with practice owners and finance leaders.
• Call every account each quarter to review performance and identify risks.
• Conduct quarterly business reviews with top 10 accounts and provide summaries to accounts 11–50.
• Monitor processing trends, investigate declines, and develop recovery plans.
• Review flagged sub-priced and low-margin accounts and evaluate options like surcharging.
• Maintain account plans, portfolio records, customer commitments, and follow-up activity.
• Partner with cross-functional teams to resolve issues and improve customer outcomes.
• Share monthly themes covering churn drivers, competitive factors, and product opportunities.
• Work with internal specialists on payout concerns and payment disruptions.

Required qualifications

• 3+ years of experience in account management, customer success, or a related customer-facing role.
• Experience owning a customer portfolio with measurable retention, growth, or revenue responsibilities.
• Ability to interpret account data, investigate performance changes, and recommend practical next steps.
• Confidence discussing pricing, processing performance, and operational concerns with business owners and senior stakeholders.
• Comfort with consistent outbound phone outreach and managing a recurring engagement schedule.
• Strong organization, documentation, and follow-through across customer commitments and internal projects.
• Proficiency with Salesforce and Excel or Google Sheets.
• Ability to work three days per week in Weave’s Lehi office.

Nice to have

• Experience in payments, FinTech, or SaaS.
• Knowledge of merchant pricing, surcharging, or payment workflows.
• A track record of recovering declining accounts or retaining high-value customers.
• Familiarity with Sigma, Vitally, or similar reporting and customer success platforms.
• Evidence of balancing customer needs with account profitability.
• Experience turning customer feedback into improvements across Product, Operations, or Enablement.
• Strong judgment about when to act independently, involve a partner, or escalate an issue.

Before you apply

• Employment with Weave is contingent upon the successful completion of a background check.

About the company

Weave is an equal opportunity employer committed to fostering an inclusive workplace.