Job Title:Payments Success Specialist – Account Management
We’re looking for a relationship-builder, problem-solver, and strategic thinker to join our payments team as aPayments Success Specialist – Account Management. In this role, you’ll be the go-to partner for our highest-value payments customers — ensuring they not only stick around but grow with us. You’ll combine data-driven insights with a high-touch, consultative approach to help clients get maximum value from our solutions, resolve roadblocks before they become problems, and uncover new opportunities to strengthen our partnerships.
If you thrive on making a measurable impact, building deep trust, and turning customer success into company growth, this is your stage.
Location:Hybrid – 3 days in-office, Lehi, UT
Reports to:Manager of Payments Success
What You’ll Own
- Manage and nurture relationships with our top 250 payments customers through quarterly check-ins and tailored account strategies.
- Spot and resolve pricing or margin concerns — or confidently communicate the “why” when pricing remains unchanged.
- Monitor account activity to quickly flag declines in volume, then proactively reach out to get customers back on track.
- Re-engage customers who have stopped processing payments, uncover their “why,” and share actionable insights with the broader team.
- Bring the voice of the customer to internal teams, sharing trends, feedback, and churn drivers to influence product and process improvements.
- Guide customers through payment compliance or remediation processes (including Stripe remediation), ensuring quick and clear resolutions.
- Create and execute account plans that map out workflows, operational needs, and key decision-makers for top accounts.
- Approach every interaction with a consultative, proactive mindset — delivering value, building trust, and driving loyalty.
What You’ll Bring
- 3–5 years in Account Management, Customer Success, or similar — ideally in SaaS, FinTech, or payments.
- Analytical skills to turn metrics (volume trends, churn patterns, pricing shifts) into actionable strategies.
- Proficiency in Salesforce, Excel, and other reporting/analytics tools.
- Exceptional communication, organization, and time-management skills.
- Proven ability to manage high-value relationships and engage multiple stakeholders.
- Self-starter energy with the flexibility to adapt in a fast-moving environment.
What Will Make Us Love You
- A consultative approach that aligns customer needs with revenue-driving solutions.
- Skill in navigating multi-threaded relationships across client teams.
- A bias for action and ownership of results.
- The ability to distill complex concepts into clear, actionable next steps for customers.
- A collaborative, team-oriented spirit with deep empathy for clients and colleagues alike.
- Experience building long-term relationships in SaaS, payments, or financial services.
Why You’ll Love It Here
This isn’t just account management — it’s your chance to become a trusted advisor, a growth catalyst, and a critical voice in shaping the customer experience. You’ll work with a collaborative, driven team that values innovation, feedback, and measurable results.