Retention Account Manager, SMB

Block; San Francisco (CA); On-site; USD 56,000 - 85,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Job summary

Block, Inc. is seeking a Retention Account Manager to partner with SMB owners across the United States and help them rediscover the value of our platform.

You will engage at key moments, apply retention strategies to reduce churn, and turn challenging moments into growth opportunities. You will be responsible for retaining a multi-million dollar client base, understanding SMB needs across verticals, and collaborating with Sales, Support, Product and Analytics to future-proof our retention

Qualifications

• 5+ years experience in Sales, Account Management, or related field.
• Experience discovering and closing both retention & growth opportunities.
• Experience successfully managing a pipeline to achieve revenue targets.
• Excellent organizational, analytical, written, and verbal communication skills.
• Passion and knowledge about how new technologies can help better serve small and medium size businesses.

Responsibilities

• Be responsible for retaining a multi‑million dollar client base
• Understand SMB customer needs across all verticals
• Deploy retention strategies to mitigate churn and increase contract adoption
• Strategically address customer concerns and competitive threats
• Help evolve our retention motion through insights on product, operational, and competitive gaps
• Work with our Sales, Support, Product and Analytics teams to future proof our retention strategies

Skills

Sales experience

Account management

Pipeline management

Communication skills

Retention strategy

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

Join the Square Account Management team and help merchants thrive within our ecosystem! As a Retention Account Manager, you'll partner with SMB business owners across all verticals to help them rediscover the value of our platform. In this role, you'll engage with merchants at critical moments in their journey, leveraging retention strategies to reduce churn and fuel long-term partnership. You'll support clients as a trusted advisor, using product knowledge and negotiation to turn challenging moments into growth opportunities.

This is your chance to be a pivotal force for SMBs across the United States—guiding entrepreneurs to a path of stability, growth and scale. You’ll join a team that values curiosity, resilience and mutual success for clients & stakeholders. If you're energized by the power of small business and excited to shape the future of how we serve them, we’d love to have you with us.

You will thrive in this role if you love thinking on your feet, refining talk tracts/playbooks, a strong history of story telling/post‑mortem write ups and love having the hard conversations that leave customers saying “if it wasn’t for you, I wouldn’t be here today.”

You Will

• Be responsible for retaining a multi‑million dollar client base
• Understand SMB customer needs across all verticals
• Deploy retention strategies to mitigate churn and increase contract adoption
• Strategically address customer concerns and competitive threats
• Help evolve our retention motion through insights on product, operational, and competitive gaps
• Work with our Sales, Support, Product and Analytics, teams to future proof our retention strategies

You Have

• 5+ years experience in Sales, Account Management, or related field
• Experience discovering and closing both retention & growth opportunities
• Experience successfully managing a pipeline to achieve revenue targets
• Excellent organizational, analytical, written, and verbal communication skills
• Passion and knowledge about how new technologies can help better serve small and medium size businesses

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job‑related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.

Zone A:

$40.98 — $61.48 USD

Zone B:

$38.12 — $57.18 USD

Zone C:

$34.86 — $52.30 USD

Zone D:

$30.77 — $46.15 USD

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want.

• Remote work
• medical insurance
• flexible time off
• retirement savings plans
• modern family planning

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. 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.