Retention Account Manager, SMB

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 wouldnt 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 weve 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. Were 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 youll partner with SMB business owners across all verticals to help them rediscover the value of our this role youll engage with merchants at critical moments in their journey leveraging retention strategies to reduce churn and fuel long-term partnership. Youll 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 Statesguiding entrepreneurs to a path of stability growth and scale. Youll join a team that values curiosity resilience and mutual success for clients & stakeholders. If youre energized by the power of small business and excited to shape the future of how we serve them wed 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 wasnt for you I wouldnt 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 negotiation & financial literacy skills
• Excellent storytelling & vision setting skills
• Excellent organizational analytical written and verbal communication skills
• Passion and knowledge about how new technologies can help better serve small and medium size businesses

Were 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 were doing to build a workplace that is fair and square Check out our ID page.

Required Experience:

Manager