Payment Success Specialist

What You’ll Own

Strategic Activation & Onboarding

• Serve as the primary consultant and trusted advisor for new payments customers, delivering a world-class onboarding experience from kickoff to activation.
• Lead comprehensive Payment Success Introduction + Training Calls that go beyond setup — aligning Weave’s capabilities with the customer’s operational goals and success metrics.
• Ensure flawless deployment of hardware, software, and Text-to-Pay workflows, guiding customers through best-practice configurations and tailored implementation plans.
• Design activation roadmaps that strategically guide customers toward their first milestones, including completing three transactions with unique customers, while embedding Weave Payments into daily operations.
• Establish clear activation success criteria and set expectations for adoption, usage, and continued engagement.

Customer Enablement & Value Realization

• Conduct proactive follow-up engagements with key stakeholders, assessing adoption progress and identifying opportunities for optimization.
• Deliver strategic recommendations to remove barriers, streamline workflows, and maximize payment utilization — positioning Weave as a mission-critical revenue tool.
• Act as a payments SME, advising customers on industry best practices, regulatory nuances, and operational strategies that improve financial performance.

Post-Activation Success & Growth Acceleration

• Monitor customer processing volume for six months post-activation, using data-driven insights to identify opportunities for increased usage and deeper platform adoption.
• Strategically guide customers toward reaching $5,000 in monthly processing volume — positioning them as Meaningful Volume Customers (MVC) and unlocking the full potential of Weave Payments.
• Partner with internal stakeholders across Customer Success, Sales, and Product to share activation trends, feedback, and market intelligence that shape go-to-market strategy.

What You Will Need to Accomplish the Job

• 5+ years of experience in customer onboarding, activation, customer success, or implementation — preferably within SaaS, FinTech, or payments.
• Proven expertise in payments technology, workflows, and best practices, with the ability to consult at a strategic level.
• Exceptional communication and facilitation skills, including experience engaging with business owners, operations leaders, and financial decision-makers.
• Advanced problem-solving skills — with the ability to proactively identify adoption risks, design tailored solutions, and influence outcomes.
• Deep understanding of change management and how to guide customers through behavioral and operational shifts.
• A results-driven mindset — consistently meeting or exceeding activation, volume, and adoption KPIs.
• Highly collaborative and cross-functional — thrives on working with Sales, Product, and Support teams to deliver a seamless, high-impact customer experience.

What Will Make Us Love You

• Deep subject-matter expertise in payments, including knowledge of processing platforms, merchant onboarding, and transaction lifecycle.
• Experience driving adoption of Stripe or similar payments solutions.
• A track record of transforming onboarding into a revenue-accelerating motion, not just a support function.
• Exceptional emotional intelligence and consultative skills — with the ability to influence behavior, build trust, and create advocates from day one.
• A passion for delivering white-glove experiences that set the standard for customer excellence.