Payments Success Specialist - Account Management

The Payments Success Specialist (PSS) – Account Management role is a highly strategic position focused on building strong, trusted relationships with Weave’s top payments customers. As an Account Manager, you’ll operate as a consultative, high‑touch advisor — making sure our highest‑value customers understand, adopt, and get maximum benefit from Weave. You’ll use data and insights to identify opportunities, prevent churn, and help customers run their businesses more effectively. This role is ideal for someone passionate about making a measurable impact and aligning customer success with company growth.

• This position will be hybrid (3 days in office) Lehi, UT

• Reports to: Manager of Payments Success

What You Will Own

• Build strong, trusted relationships with our top 250 customers by checking in every quarter and making sure we understand their needs and priorities.

• Identify and resolve pricing or margin issues, or clearly justify when pricing needs to stay as‑is.

• Stay on top of changes in customer activity, reaching out when a customer’s volume drops sharply for three months in a row to understand why and help get them back on track.

• Contact every customer who has stopped processing payments, learn why they left, and share those insights with the team to help us get better.

• Share regular feedback about customer trends, needs, and reasons for churn with Product, Marketing, and Enablement teams to guide improvements.

• Guide customers through Stripe remediation when needed, making sure any account flags or compliance issues are resolved quickly and clearly.

• Maintain and execute account plans for our top accounts, focusing on understanding their workflow, operational needs, and leadership dynamics.

• Take a consultative, proactive approach in every conversation — making sure every interaction delivers value and strengthens trust.

What You Will Need to Accomplish the Job

• 3–5 years of experience in Account Management, Customer Success, or a related role — preferably in SaaS, FinTech, or payments.

• Strong analytical abilities, with the capacity to interpret metrics (volume trends, churn patterns, pricing variances) and turn them into actionable recommendations.

• Proficiency with Salesforce, Excel, and other reporting tools.

• Excellent communication, organizational, and prioritization skills.

• Skilled in building trust and managing relationships with high‑value accounts and stakeholders.

• Ability to work independently, adapt quickly, and thrive in a fast‑paced environment.

What Will Make Us Love You

• A consultative mindset — with an instinct for aligning customer needs and pain points with revenue‑generating solutions.

• Skilled at multi‑threaded engagement across departments and stakeholders.

• Strong sense of urgency and accountability for outcomes.

• Ability to translate complex information (technical or operational) into actionable recommendations for customers.

• An energetic, collaborative team player with a deep sense of empathy for both customers and colleagues.

• A passion for creating long‑term relationships that drive mutual growth and loyalty.

• Experience working in SaaS, payments, or financial services environments.

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.

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.