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Lehi, Utah, United States
Hybrid
The Payments Success Specialist – Account Management drives retention, processing growth, and profitability across an assigned portfolio of 250 payments customers. You’ll build trusted relationships with practice leaders, understand their payment workflows, and use account data to identify risks and opportunities. Through proactive outreach, business reviews, pricing conversations, and coordinated problem-solving, you’ll help customers realize greater value from Weave Payments. This role requires strong customer judgment, analytical ability, and consistent follow-through.
Location: Hybrid, three days in-office in Lehi, Utah.
Reports to: Senior Manager of Payments Success.
Portfolio relationships: Manage 250 payments accounts, building relationships with practice owners, finance leaders, and operational decision-makers.
Proactive engagement: Call every account each quarter to review performance, understand customer needs, identify risks, and establish next steps. Maintain additional outreach based on account value and risk.
Business reviews: Conduct quarterly business reviews with the top 10 accounts and provide quarterly performance summaries to accounts ranked 11–50.
Retention and recovery: Monitor processing trends, investigate declines, and develop recovery plans. Call accounts with greater than 15% month-over-month volume declines for three consecutive months and contact accounts whose processing falls to zero.
Pricing and profitability: Review flagged sub-priced and low-margin accounts, coordinate approved corrections or documented exceptions, and evaluate appropriate options such as surcharging.
Account execution: Maintain account plans, accurate portfolio records, customer commitments, and follow-up activity. Reconcile account ownership and tiers quarterly.
Cross-functional coordination: Partner with Customer Success, Support, Product, Sales, Marketing, Enablement, and analytics partners to resolve issues and improve customer outcomes.
Customer insights: Share monthly themes covering churn drivers, competitive factors, workflow barriers, and product opportunities.
Payment issue coordination: Work with internal specialists on payout concerns, payment disruptions, and Stripe remediation affecting assigned customers.
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.
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.
Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.
At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
Beware of recruitment fraud. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
