SMB Account Manager

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

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

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, and modern family planning are just some of our offering. Check out our other benefits at Block.

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.