Payments Success Specialist – Account Management

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.

Responsibilities

• Manage 250 payments accounts, building relationships with practice owners, finance leaders, and operational decision-makers.
• Call every account each quarter to review performance, understand customer needs, identify risks, and establish next steps.
• Conduct quarterly business reviews with the top 10 accounts and provide quarterly performance summaries to accounts ranked 11–50.
• Monitor processing trends, investigate declines, and develop recovery plans.
• Review flagged sub-priced and low-margin accounts, coordinate approved corrections or documented exceptions, and evaluate appropriate options such as surcharging.
• Maintain account plans, accurate portfolio records, customer commitments, and follow-up activity.
• Partner with Customer Success, Support, Product, Sales, Marketing, Enablement, and analytics partners to resolve issues and improve customer outcomes.
• Share monthly themes covering churn drivers, competitive factors, workflow barriers, and product opportunities.
• Work with internal specialists on payout concerns, payment disruptions, and Stripe remediation affecting assigned customers.

Requirements

• 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.