Head of SMB Growth & Retention - APAC

Square; Sydney; On-site; AUD 150,000 - 210,000; Full time

Job summary

Block, Inc. in Sydney/Melbourne is seeking a results-driven leader to manage a team of SMB Account Managers, driving growth and retention across a portfolio of merchants.

You will report to the Head of Account Management for APAC and coach 8–10 Account Managers to deliver high-quality customer engagement and measurable outcomes. You will partner with Product, Operations, and Sales, surface merchant insights, and own upsell, churn reduction, and customer satisfaction.

Qualifications

• 8+ years in Account Management, Sales, Business Development, or Marketing.
• 3–5 years direct people management in quota-driven environment.
• Proven track record of exceeding revenue and retention goals.
• Experience with SMB or Mid-Market businesses.
• Excellent written and verbal communication skills.

Responsibilities

• Build and develop a high-performing team: lead 8–10 Account Managers focused on growth and retention for SMB merchants, with a strong emphasis on coaching, development, and career growth for your team members.
• Drive real outcomes by owning upsell, retention, and customer satisfaction results through strong pipeline management and hands-on coaching.
• Establish clear performance expectations and accountability through structured 1:1s, deal reviews, and team cadences.
• Partner cross-functionally to surface merchant insights, resolve escalations, and improve the overall customer experience.
• Support leadership in executing team OKRs and implementing program improvements.
• Level up the whole team. Spot enablement opportunities and share best practices that raise the bar across the group.
• Serve as a senior escalation point for complex or high-impact merchant situations.
• Travel approximately once per quarter for team events or customer meetings.

Skills

Account Management

Sales

Business Development

Marketing

Job description

Block, Inc. in Sydney/Melbourne is seeking a results-driven leader to manage a team of SMB Account Managers, driving growth and retention across a portfolio of merchants.

You will report to the Head of Account Management for APAC and coach 8–10 Account Managers to deliver high-quality customer engagement and measurable outcomes. You will partner with Product, Operations, and Sales, surface merchant insights, and own upsell, churn reduction, and customer satisfaction.