Retention Account Manager, SMB

Block • San Francisco, CA

5d

About The Position

Join Square’s Account Management team and help merchants thrive within its ecosystem. The Retention Account Manager partners with small and medium-sized business owners across all verticals to help them rediscover the value of the platform. The role engages merchants at critical points in their journey, using retention strategies to reduce churn and support long-term partnerships. As a trusted advisor, the manager applies product knowledge and negotiation skills to turn difficult customer situations into growth opportunities and guide U.S. entrepreneurs toward stability, growth, and scale. The team values curiosity, resilience, and mutual success for clients and stakeholders. Success in the role includes thinking on your feet, refining talk tracks and playbooks, producing strong storytelling and post-mortem write-ups, and handling difficult conversations in a way that builds customer confidence.

Requirements

• At least 5 years of experience in Sales, Account Management, or a related field.
• Experience discovering and closing both 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 approach by sharing insights on product, operational, and competitive gaps.
• Work with Sales, Support, Product, and Analytics teams to future-proof retention strategies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed