Account Executive (Small Business)

About the Team/Role

As an Account Executive at WEX, you are the accountable owner of the post-sale client relationship, responsible for delivering value, strengthening partnerships, and ensuring long-term customer success. This role requires extreme ownership-you are responsible for protecting and growing your accounts, minimizing attrition, driving renewals, and ensuring a world-class client experience.

You will serve as the strategic partner and trusted advisor to your clients-deeply understanding their goals, operations, and industry-while aligning WEX's solutions to help them grow and succeed. Your impact will directly influence account growth and increased annual recurring revenue (ARR) for WEX. Through proactive engagement, strategic planning, and product enablement, you will drive adoption, retention, and long-term loyalty.

Within the small business market you will be crucial in building strong, collaborative relationships, understanding customers business objectives and ensuring they realize significant value from our products and services. This role requires an experienced individual adept at building rapport with diverse stakeholders, analyzing data to identify opportunities for improvement while collaborating effectively with internal teams to deliver impactful customer experiences focused on their success. Within the small-market team you will balance strategic customer engagements while utilizing one-to-many digital engagements driving education and product awareness across many customers.

How you'll make an impact

• Proactive Portfolio Mining & Expansion

  • Identify Growth Levers: Actively analyze the "unassigned" account pool to identify high-potential clients for growth.

  • Drive Revenue: Execute outbound strategies to capture upsell and cross-sell opportunities, moving clients into more robust WEX solution sets.

  • Strategic Outreach: Transition accounts from reactive service to proactive growth through targeted digital and direct engagement.

• Retention & Risk Mitigation

  • Protect the Base: Take extreme ownership of account retention by identifying churn risks early and implementing "save" strategies.

  • NPS Advocacy: Drive high Net Promoter Scores by ensuring clients realize the full value of their existing WEX suite.

  • Renewal Leadership: Manage the end-to-end renewal process for the portfolio, ensuring zero lapse in service and consistent value realization.

• Growth200 Initiative Execution

  • Program Ownership: Serve as the primary driver for Growth200 initiatives, ensuring eligible accounts are nurtured and graduated to higher service tiers.

  • Data-Driven Consulting: Use account health data and usage patterns to provide clients with insights that lead to increased product stickiness.

• Product Enablement & Scaled Engagement

  • One-to-Many Strategy: Utilize digital engagement tools and webinars to educate a large volume of customers on product enhancements and legislative updates.

  • Feature Adoption: Guide clients through self-service tools and advanced features (HSA, FSA, COBRA) to reduce administrative friction and increase ROI.

• Cross-Functional Collaboration

  • Internal Liaison: Partner with Sales, Product, and Marketing to provide feedback on why "unassigned" accounts grow or churn, influencing future segment strategy.

  • Escalation Ownership: Act as the single point of accountability for resolving high-priority issues within the unassigned portfolio.

• Product Enablement & Adoption

  • Guide clients through best practices and advanced product features to maximize value

  • Develop enablement plans that support customer-specific business outcomes

  • Drive consistent product utilization to ensure adoption and prevent churn

• Service Ownership & Escalation Leadership

  • Act as the single point of accountability for issue resolution and client satisfaction

  • Coordinate with internal teams (Sales, Product, Engineering, Support, etc.) to resolve concerns quickly and completely

  • Prevent reactive service by identifying friction points early and proactively addressing them

• Communication & Advocacy

  • Proactively share relevant product updates, enhancements, and news

  • Gather and communicate customer feedback to internal stakeholders to influence product direction and service improvements

  • Represent the voice of the customer within WEX

• Operational Execution & Reporting

  • Maintain accurate records of client status, activity, and opportunities

  • Monitor and report on success metrics such as satisfaction, renewal rate, and revenue expansion

  • Continuously contribute to the evolution of customer success strategies, playbooks, and best practices

Experience you'll bring

• Minimum 3-5 years of Customer Success, Account Executive experience or a background in Marketing in the small market space

• Bachelor's degree or equivalent relevant experience

• Ability to manage 1 to many engagements with clients

• Familiarity with running marketing email campaigns, and market segmentation

• Proven experience developing and hosting webinars

• Advanced knowledge of HSA, HRA, FSA, Commuter, COBRA, Retiree Billing, and FMLA Billing preferred

• Strong understanding of Savings & Spending and COBRA regulatory requirements

• Proven track record of managing client relationships and driving account growth

• Experience with renewals, expansions, and achieving retention and revenue targets

• Excellent communication, presentation, and relationship-building skills

• High accountability mindset-you take ownership, deliver results, and build trust

• Ability to work cross-functionally and manage multiple priorities independently

• Proficiency in CRM and client engagement platforms (e.g., Salesforce)