SMB Account Manager

The Role
The Account Management team is looking for a motivated account manager or sales professional to join our SMB team and help our merchants retain, grow, and get more from Square's platform. In this role, you'll own a portfolio of small and medium-sized business customers, engaging with them at high-stakes moments in their journey - whether that's preventing churn, unlocking a new product, or helping them see what's possible with Square.
You'll be equal parts advisor and problem-solver: diagnosing customer needs, deploying retention and growth strategies, and acting as a connector between the seller and the broader Square team. This isn't a reactive support role - you'll proactively manage your book with urgency and intent, building playbooks and narratives that move the needle.
The ideal candidate thrives in a fast-paced environment, loves the challenge of hard conversations, and cares deeply about small business success. You bring a track record in account management or sales, a natural curiosity for how products work, and the ability to turn insight into action.
You Will

• Own a multi-million dollar, dynamic portfolio of SMB merchants across all verticals, you set the strategy, drive the outcomes, and are accountable for every number in your book
• Obsess over retention: develop a deep understanding of your merchants' businesses, identify churn risk before it surfaces, and deploy commercially precise strategies that consistently convert high-risk moments into durable, long-term wins
• Think and act like a GM of your book: managing a high-velocity pipeline, closing upsell, cross-sell, and contract adoption opportunities with the discipline of someone who knows exactly where each deal stands and what it takes to move it forward
• Earn trust by delivering results: build relationships with business owners where you are the first call when something matters, because you've proven you see their business clearly and act in their interest
• Lean into hard conversations: own competitive threats, commercial pushback, and escalations with clarity and conviction, and walk away with a stronger partnership every time
• Raise the bar for the team: write the post-mortems others learn from, build the talk tracks others adopt, and develop the playbooks that outlast you in the role
• Use data to drive decisions: translate portfolio-level patterns into sharp, specific recommendations that influence how Square builds and goes to market for SMB merchants
• Close the loop cross-functionally: partner with Sales, Support, Product, and Analytics to solve problems structurally and prevent recurrence

You Have

• 5+ years in account management, sales, or a related client-facing role, with a clear track record of delivering against retention and revenue goals in a performance-based environment
• Experience managing a dynamic, high-volume book and closing both retention and growth opportunities simultaneously, you stay organised under pressure and know how to prioritise
• Strong negotiation skills built through real commercial experience, you're comfortable in difficult conversations, find creative paths forward, and keep the relationship intact in the process
• The ability to communicate clearly and persuasively, in writing, in a pitch, or in a tough conversation with a merchant who's ready to leave
• Solid financial and analytical skills; you use data to understand your book, size opportunities, and make a case for the resources or decisions you need
• A collaborative instinct, you work well across Sales, Product, Support, and Analytics, and you bring useful context to those conversations rather than just escalating problems
• A habit of reflection, you write up what went wrong, share what you've learned, and use it to do better next time
• A real interest in small business and the challenges SMB owners face day to day, it shows in how you show up for your merchants

Bonus Points

• Formal sales methodology training
• Experience with fintech, payments, or SaaS platforms
• A history of contributing to team playbooks, talk tracks, or process improvements

Application Guidelines
Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
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Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.