Manager, SMB Account Management (Retail)

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

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

The Account Management organization is seeking a results-driven and people-focused leader to manage a team of Retail Account this role you will lead growth and retention efforts across a portfolio of Squares SMB retail merchants ensuring your team delivers consistent high-quality customer engagement and measurable business outcomes. You will report directly to the Head of US SMB Account Management.

As a team leader you will oversee a high-performing group of 810 Account Managers driving results in revenue expansion software adoption and churn reduction. Youll foster a data-driven mission-aligned culture while prioritizing coaching and team development.

This is a cross-functional role where you will partner closely with Product Operations and Sales to ensure strong execution share merchant feedback and support our mission of Economic Empowerment.

You Will:

Lead and develop a remote team of 810 Account Managers focused on growth and retention for SMB retail merchants.
Drive measurable outcomes in upsell retention and customer satisfaction through strong pipeline management and consistent coaching
Establish clear performance expectations and accountability through structured 1:1s deal reviews and team cadences.
Partner cross-functionally to surface merchant insights resolve escalations and improve the overall customer experience.
Support leadership in executing team OKRs and implementing program improvements.
Identify enablement opportunities and reinforce best practices across the team.
Serve as a senior escalation point for complex or high-impact merchant situations.
Travel approximately once per quarter for team events or customer meetings.

You Have:

810 years of experience in Account Management Sales Business Development or Marketing
35 years of direct people management experience in a quota-carrying or performance-driven environment.
Experience working with SMB or Mid-Market retail businesses.
A track record of consistently exceeding revenue and retention goals.
Strong coaching skills with demonstrated ability to improve performance across a team.
Experience working cross-functionally to resolve issues and improve processes.
Excellent written and verbal communication skills.
Must be based in the Central or Eastern Time Zone.

This is a remote position and we are seeking candidates who are based in Central or Eastern timezones due to team collaboration needs.

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