Remote SMB Account Growth & Retention Lead

Block; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning

Job summary

Block is seeking an experienced Account Manager to own a high-velocity SMB portfolio, driving retention, expansion, and successful adoption of Square’s platform. You will diagnose merchant needs, deploy targeted growth strategies, and act as a bridge between the merchant and Square’s broader team.

You will manage a multi-million-dollar book, negotiate effectively, and lead cross-functional efforts with Sales, Product, Support, and Analytics to move deals forward while maintaining strong merchant

Qualifications

• 5+ years in account management, sales, or a related client-facing role with retention and revenue goals.
• Experience managing a dynamic, high-volume book and closing retention and growth opportunities.
• Strong negotiation skills from real commercial experience; comfortable in difficult conversations.
• Clear, persuasive communication in writing, pitches, or tough conversations with merchants.
• Solid financial and analytical skills; use data to size opportunities and justify resources.
• Collaborative across Sales, Product, Support, Analytics; bring context to conversations.
• Habit of reflection; document learnings and use them to improve next time.
• Genuine interest in small business and SMB challenges.

Responsibilities

• Own a multi-million dollar SMB portfolio; set strategy, drive outcomes, and be accountable for every number.
• Retain customers by understanding their business, identifying churn risk, and deploying targeted retention/growth strategies.
• Close upsell, cross-sell, and contract adoption opportunities with clear deal status.
• Earn trust by delivering results and being the first call when issues matter.
• Lead hard conversations about competition and escalations to strengthen partnerships.
• Write post-mortems and playbooks that others adopt and outlast you in the role.
• Use portfolio data to inform Square's GTM for SMB merchants and drive actionable recommendations.

Skills

Account management

Sales

Negotiation

Communication

Data analysis

Cross-functional collaboration

Reflective learning

Small business acumen

Job description

Block is seeking an experienced Account Manager to own a high-velocity SMB portfolio, driving retention, expansion, and successful adoption of Square’s platform. You will diagnose merchant needs, deploy targeted growth strategies, and act as a bridge between the merchant and Square’s broader team.

You will manage a multi-million-dollar book, negotiate effectively, and lead cross-functional efforts with Sales, Product, Support, and Analytics to move deals forward while maintaining strong merchant