Payments Success Specialist – Account Management

Weave - Headquarters (Lehi, UT)full time

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On Site

mid

H1B: no

Weave The Payments Success Specialist – Account Management manages a portfolio of 250 payments customers to drive retention, growth, and profitability. This role involves building trusted relationships, conducting business reviews, and coordinating cross-functional efforts to improve customer outcomes.

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

Qualification

Ability to interpret account dataConfidence discussing pricingStrong organization

Required

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