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