When vertical software companies transition from referral-based payment providers to an embedded solution, one of the critical challenges is bringing payments support in-house.

Vertical SaaS veterans Emi Keshler and Kyle Scott joined us this week to share their experiences supporting day-to-day operations for embedded payments at vertical software companies, and how to transform payments support from cost center to revenue driver.

We discussed:

• How support and payment operations directly contribute to payments adoption and revenue
• Product gaps that create the vast majority of payments-related support tickets – and how to find and fix them
• Why an internal payments advocate is essential for a profitable payments product
• How to move from reactive support to proactive support, and become your merchants’ trusted partner
• The hidden decision that can drive 2x revenue when vertical SaaS companies get it right

The Payments Strategy Show is brought to you by Vertex and Rainforest.

Vertex: The Vertical Software Conference
September 9th, 2025 in San Francisco, CA
https://www.vertexconference.com/

Rainforest is the embedded payments purpose-built for vertical SaaS.

Grow revenue with the only payfac-as-a-service provider optimized to help you drive more payments volume at higher margins, without risk or compliance headaches.

Learn more: https://rainforestpay.com

Connect with us on LinkedIn: https://linkedin.com/company/rainforestpay