Success Specialist

About the job

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, Fin Tech, 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.