Manager, SMB Account Management

Block•Vancouver, BC

6h•CA$167,500 - CA$251,300•Remote

About The Position

The Account Management organization is seeking a results-driven and people-focused leader to manage a team of SMB Account Managers. In this role, you will lead growth and retention efforts across a portfolio of Square’s SMB merchants, ensuring your team delivers consistent, high-quality customer engagement and measurable business outcomes. You will report directly to the Head of Account Management for Canada. As a team leader, you will oversee a high-performing group of 8–10 Account Managers, driving results in revenue expansion, software adoption, and churn reduction. You’ll 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.

Requirements

8–10+ years of experience in Account Management, Sales, Business Development, or Marketing
3–5 years of direct people management experience in a quota-carrying or performance-driven environment.
Experience working with SMB or Mid-Market 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.

Nice To Haves

Bilingual EN/FR ideal

Responsibilities

Lead and develop a remote team of 8–10 Account Managers focused on growth and retention for SMB 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.