Customer Success Specialist Location Weave - Headquarters (Lehi, UT) Employment Type Full time Department Customer Experience Job Description: Customer Success Specialists (CSS) play a critical role in customer retention within the Customer Success organization at Weave. The CSS team focuses on identifying at-risk accounts, understanding the underlying business needs of each practice, and executing retention strategies that reinforce the value of staying with Weave. Through timely engagement and targeted outreach, CSS works to address concerns, align solutions to customer goals, and guide accounts through changes that impact their decision to remain on the platform. CSS helps reduce churn, strengthen customer relationships, and ensure long-term account stability. Success in this role is achieved by customer-obsessed individuals who are highly motivated to provide exceptional, world-class service to our customers, helping them become champions of our product through the expression of Weave's value, mitigating churn and financial risk, all while balancing this with being our customers' advocate. - This position will be hybrid (Monday-Wednesday in office, Thursday-Friday are optional work from home days) - Reports to: Customer Experience Team Lead What You Will Own Creating Customer Champions: - Consult with each customer on products or features not currently being utilized to provide them with more tools for success. - Give suggestions as you see opportunities for customers to use their features more effectively. - Provide value for Weave's products by educating customers on the advantages of the services they are utilizing. Mitigating Risk: - Review case and call history to gain a better grasp of customer situations, while providing escalation paths that win back customer loyalty. - Review overall accounts to gain intelligence on how the customer is currently utilizing Weave, and finding and sharing opportunities for them to succeed, while pushing value for underused products and services. - Providing basic and enhanced training opportunities, while also helping to gain insight on desired features/functionality, and sharing details with the Product team. - Helping illuminate areas that will help the customer save money, staying ahead of technical issues/incidents, while also helping them to remain with the service. - Offer additional training/consultation when downgrade risk is presented. RMAs: - In this role, you are responsible for checking warranty status, assisting in phone swaps, and sending upsell requests for equipment to the sales team. Upsell: - To be successful with upsell/added revenue, it is essential to help our customers feel confident and motivate them to purchase additional services and products at Weave by showing the value and effectiveness of those products and routing to sales. Account Questions / Ticket Management: - Customers will have account questions, and as an expert in our product, customer and business systems, you'll succeed in taking the time to ensure their questions are answered. You are responsible for timely case management for all queues relating to this role. What You Will Need to Accomplish the Job - Demonstrate Weave's core values - Ability to demonstrate ethical behavior and decision making at all times - Ability to work in a fast-paced environment while maintaining a friendly and professional demeanor - Ability to build relationships with a wide variety of customers - Excellent written and verbal communication skills What Will Make Us Love You - Passionate about helping the customer. Must be positive, attentive and demonstrate the ability to do what's necessary to get the situation resolved. At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page. 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.

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. What You'll Do: The Director of Customer Success leads a high-performing organization that drives value realization, retention, and expansion across customers. This executive owns the end-to-end post‑sales customer lifecycle-from onboarding through to renewal-ensuring operational excellence and measurable ROI aligned to vertical specific priorities (e.g., risk & compliance, operational efficiency, customer experience, and data security). You will build the vertical strategy for a portfolio of complex enterprise accounts, partnering cross-functionally with Sales, Operations, Product, Customer Care, and Marketing to deliver exceptional customer outcomes and sustainable revenue growth. While the role is 100% remote there will be up to 25% travel as needed for client needs. Individual must be located in the United States. Responsibilities: Strategy & Leadership - Define and execute the vertical CS strategy, segmented by sub-vertical and customer tier - Build, scale, and mentor a diverse team of Customer Success Managers and Directors. - Establish a value framework with finance-relevant KPIs, outcome maps, and executive communications (QBRs). - Own the renewal and net retention for your customer base (clear rules of engagement and forecast accountability). Customer Outcomes & Advocacy - Ensure successful onboarding and time-to-value with robust project governance for complex, multi-stakeholder programs. - Drive QBR cadence with key stakeholders; communicate value tied to business cases and regulatory imperatives. - Drive adoption, maturity, and expansion through structured success plans, territory maps and executive sponsorship programs. - Build customer advocacy (references, case studies, advisory boards) aligned to the finance ecosystem. Cross-Functional Partnerships - Partner with Product on voice-of-customer, roadmap validation, beta programs, and finance-grade features (security, reporting, controls). - Partner with Implementation teams for onboarding, reduce time-to-value, and ensure high-quality project delivery. - Align with Sales teams on expansion strategies, whitespace analysis, commercial alignment, and account plans. - Collaborate with Support and Engineering on incident management, major incident communications, and reliability narratives. Operational Excellence - Design and operationalize a CS operating model: segmentation, coverage, health scoring, success planning, QBR templates, renewals forecast, and escalation paths. - Own CS budget, capacity planning, hiring plan, and productivity benchmarks. EXPERIENCE: - Bachelor's Degree or equivalent (MBA optional but preferred) - 3+ years of related experience in Account Management - 2+ Years of organizational leadership experience - 5+ years of experience managing accounts valued at over $500k (significant company experience managing complex, high-value accounts) - Ability to manage and lead during times of change and organizational transformation - Understanding how to work growth businesses in a competitive environment - Excellent tactical execution skills - Strong sense of process and the ability to innovate on process tools and conventions - Ability to craft detailed, well-written communications and proposal - Maintain a high emphasis on teamwork, collaboration, and process innovation - Ability to influence others through strong verbal and written communication - Strategic mindset: self-directed, organized, analytical, and have excellent problem analysis/problem-solving skills - Ability to build relationships, communicate effectively throughout an organization, influence, negotiate, and establish mutually agreeable expectations - Diligent, resourceful, versatile, and able to multitask Why First Advantage is Your Next Big Career Move: First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact. Additional benefits offered to our eligible people include: - Ability to work remotely with occasional business travel. - Medical, Vision, Dental, and supplementary benefit plans - 401k with an employer match, and an Employee Stock Purchase Plan (ESPP) - Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays - Access to tech and growth opportunities, and leaders who want you to succeed! More About Our Values Code - Honor Honesty, Consistency, and Responsibility: Do the right thing - Cultivate an environment of dignity: Show respect for the individual - Take an Outside-In approach: Put the client first - Think out-of-the-box: Innovate and create - Stay Team-Oriented: Collaborate and appreciate each other What Are You Waiting For? Apply Today! You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now! The salary range for this position is approximately $120-130K base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process. #LI-LR1 United States Equal Opportunity Employment: First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Senior Specialist, Customer Success Overview Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads. This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team's work will be qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem. Responsibilities As a Senior Specialist, Customer Success for Services, you will support the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products. The candidate will work closely with cross-functional teams including Network Services, Account Management, Sales, Product, Technical Account Managers and support/delivery teams to realize the full value proposition of Mastercard Network Products on behalf of the customer. The three areas of primary responsibility include: 1) customer engagement, 2) growing the business, and 3) technical and program readiness. Customer Engagement: -Engage with stakeholders to study the viability of proposed solutions and understand cyber threats in financial and payment sectors -Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products -Articulate key performance indicators related to cost, performance and optimization and the insights associated with them Growing the Business: -Leverage Mastercard Services' offerings to achieve customer goals and realize value propositions of Mastercard products -Identify opportunities for additional Mastercard products to create greater value potential for customers and enhance impact of Network Product offerings -Ability to evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data Technical & Program Readiness: -Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition -Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner -Gather and report customer feedback on product gaps and pain points. Use stakeholder insights to refine value propositions and improve products All About You: -Experience managing clients or internal stakeholders -Logical, structured thinking, and affinity for numerical analysis -Experienced at leveraging insights from market analysis, customer engagements, and identified opportunities to inform strategic decisions, drive innovation, and sustain competitive advantage -Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management) and application of that knowledge to address customer/market needs in these areas are a plus -Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability -Proven ability to translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner -Experience in analyzing customer metrics and leveraging data to drive customer success initiatives that contribute to mutual profitability and growth -Experience in identifying "next opportunity" for customers to further enhance the strength and value of the partnership for both parties -Experience in creative thinking and development of innovative solutions to complex customer challenges -Enthusiastic individual who works seamlessly with a diverse high performing team, nurtures a winning and inclusive culture, and a focus on development at the individual and team level -Experience working with at least some of the following: large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners Language skills required: Greek or Spanish (depending on the location), English (both mandatory) Corporate Security Responsibility All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must: - Abide by Mastercard's security policies and practices; - Ensure the confidentiality and integrity of the information being accessed; - Report any suspected information security violation or breach, and - Complete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

• Be the face of Foxglove to ~20 of the most impactful robotics companies in Europe, post sales, to ensure they are gaining maximum value from Foxglove. • Lead executive level engagements and ad-hoc meetings with both senior and junior clients; including going on-site across the robotics industry. • Drive enablement - understand robotics customers workflows, redesign processes, drive adoption of new workflows to our robotics clients using Foxglove. • Act as a liaison between customers and our product and engineering teams to advocate for user needs and platform improvements. • Build and champion the best practices that drive the robotics development flywheel. • Provide direct support to robotics companies you are focussed on.