Payments Success Manager: Retention & Growth

Weave; Lehi (UT); Hybrid; USD 70,000 - 110,000; Full time

Job summary

The Payments Success Specialist – Account Management at Weave 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 data to identify risks and opportunities.

This hybrid role in Lehi, Utah requires proactive outreach, quarterly business reviews, and collaboration with cross-functional teams to improve customer outcomes and value

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.

Responsibilities

• 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.

Skills

Account management

Retention growth

Data interpretation

Pricing discussions

Outbound outreach

Relationship building

Organization

Cross-functional collaboration

Tools

Salesforce

Excel or Google Sheets

Job description

The Payments Success Specialist – Account Management at Weave 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 data to identify risks and opportunities.

This hybrid role in Lehi, Utah requires proactive outreach, quarterly business reviews, and collaboration with cross-functional teams to improve customer outcomes and value