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About the Role
Join the SMB team as an Account Manager to help merchants retain and grow their business on Square's platform. You will own a portfolio of small and medium-sized business customers, acting as an advisor and problem-solver to prevent churn, unlock new products, and drive growth. This proactive role requires building playbooks and narratives to achieve success.
Responsibilities
- Own a multi-million dollar portfolio of SMB merchants, setting strategy and driving outcomes.
- Develop and deploy retention strategies to address churn risk and secure long-term wins.
- Manage a high-velocity pipeline, closing upsell, cross-sell, and contract adoption opportunities.
- Build trusted relationships with business owners by delivering results and acting in their interest.
- Handle competitive threats, commercial pushback, and escalations to strengthen partnerships.
- Contribute to team success by creating post-mortems, talk tracks, and playbooks.
- Utilize data to identify portfolio patterns and influence product development and go-to-market strategies.
- Collaborate with Sales, Support, Product, and Analytics to resolve issues structurally.
Requirements
- 5+ years in account management, sales, or a related client-facing role with a proven track record of retention and revenue goals.
- Experience managing a dynamic, high-volume book and closing retention and growth opportunities.
- Strong negotiation skills and comfort with difficult conversations.
- Clear and persuasive communication skills, both written and verbal.
- Solid financial and analytical skills to understand a book of business and make data-driven decisions.
- Collaborative instinct and ability to work effectively across teams.
- A habit of reflection and learning from past experiences.
- Genuine interest in small business challenges.
Skills
- Account Management
- Sales
- Retention Strategies
- Upselling
- Cross-selling
- Negotiation
- Communication
- Financial Analysis
- Data Analysis
- Collaboration
- Problem-Solving
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
Benefits
- Remote work
- Medical insurance
- Flexible time off
- Retirement savings plans
- Modern family planning
About the Company
- Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy.
- 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.
Equal Opportunity
- 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.
- Contact us here with hiring practice or data usage questions.