SMB Account Manager

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 Squares this role youll own a portfolio of small and medium-sized business customers engaging with them at high-stakes moments in their journey whether thats preventing churn unlocking a new product or helping them see whats possible with Square.

Youll 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 isnt a reactive support role youll 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.

• 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 youve 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

• 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 youre 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 whos 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 youve 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
• Language requirement: Native Japanese and business-level English

• Formal sales methodology training
• Experience with fintech payments or SaaS platforms
• A history of contributing to team playbooks talk tracks or process improvements