Retention Account Manager, SMB

Block•San Francisco, CA

16h•$31 - $61

About The Position

Join Square’s Account Management team to help small and medium-sized business (SMB) merchants across industries rediscover the value of the Square platform. The Retention Account Manager engages with merchants at critical points in their journey, applying retention strategies to reduce churn and build long-term partnerships. Acting as a trusted advisor, this person uses product knowledge and negotiation to turn customer challenges into opportunities for growth. The role focuses on retaining a multi-million-dollar client base and guiding U.S. SMBs toward greater stability, growth, and scale. It suits someone who can think on their feet, refine talk tracks and playbooks, produce strong storytelling and post-mortem write-ups, and navigate difficult customer conversations constructively. The position collaborates across Sales, Support, Product, and Analytics to improve retention strategies and address product, operational, and competitive gaps.

Requirements

At least 5 years of experience in Sales, Account Management, or a related field.
Experience discovering and closing retention and growth opportunities.
Experience successfully managing a pipeline to achieve revenue targets.
Excellent negotiation and financial literacy skills.
Excellent storytelling and vision-setting skills.
Excellent organizational, analytical, written, and verbal communication skills.
Passion for and knowledge of how new technologies can better serve small and medium-sized businesses.

Responsibilities

Retain 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 the retention motion by sharing insights on product, operational, and competitive gaps.
Work with Sales, Support, Product, and Analytics teams to future-proof retention strategies.