SMB Account Manager

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 conversa