Manager, SMB Account Management

Block; City of Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Block seeks a results-driven leader to manage a team of SMB Account Managers, driving growth, retention, and exceptional customer outcomes. You will guide a high-performing group, coach for career development, and partner with Product, Operations, and Sales to align programs with merchant needs.

Preferred locations include Sydney or Melbourne, Australia, with travel required for quarterly team events and customer meetings. Strong leadership and cross-functional collaboration skills are essential.

Qualifications

• 8+ years of experience in Account Management, Sales, Business Development, or Marketing.
• 3–5 years of direct people management experience in a quota-carrying environment.
• Track record of exceeding revenue and retention goals.
• Experience with SMB or Mid-Market businesses.
• Strong coaching skills to improve team performance.
• Excellent written and verbal communication.

Responsibilities

• Lead 8–10 Account Managers focused on growth and retention for SMB merchants.
• Own upsell, retention, and customer satisfaction through pipeline management and coaching.
• Set clear performance expectations via 1:1s, deal reviews, and cadences.
• Partner cross-functionally to surface merchant insights and resolve escalations.
• Support leadership in executing team OKRs and program improvements.
• Share best practices to raise performance across the group.
• Act as senior escalation point for complex merchant issues.
• Travel ~once per quarter for team events or customer meetings.

Skills

Leadership

Revenue growth

Churn reduction

Cross-functional collaboration

Coaching

SMB/mid-market experience

Job description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale. Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

The Account Management organization is seeking a results-driven and people-focused leader to manage a team of SMB Account Managers. In this role, you will lead growth and retention efforts across a portfolio of Square’s SMB merchants, ensuring your team delivers consistent, high-quality customer engagement and measurable business outcomes. You will report directly to the Head of Account Management for APAC.

As a team leader, you will oversee a high-performing group of 8-10 Account Managers, driving results in revenue expansion, software adoption, and churn reduction. You’ll foster a data-driven, mission-aligned culture while prioritizing coaching and team development.

This is a cross-functional role where you will partner closely with Product, Operations, and Sales to ensure strong execution, share merchant feedback, and support our mission of Economic Empowerment.

Preferred locations: Sydney or Melbourne, Australia

You Will

• 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.

You Have

• 8+ years of experience in Account Management, Sales, Business Development, or Marketing.
• 3-5 years of direct people management experience in a quota-carrying or performance-driven environment.
• A track record of consistently exceeding revenue and retention goals.
• Experience working with SMB or Mid-Market businesses.
• A track record of consistently exceeding revenue and retention goals.
• Strong coaching skills with demonstrated ability to improve performance across a team.
• Experience working cross-functionally to resolve issues and improve processes.
• Excellent written and verbal communication skills.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.