Manager, SMB Account Management
The Manager, SMB Account Management at Block (formerly Square) is a leadership role within the Account Management organization, focusing on small and medium-sized business (SMB) merchants. This position involves managing a remote team of 8–10 Account Managers dedicated to driving growth and retention for SMB clients. The role reports directly to the Head of Account Management for Canada and is integral to Block's mission of economic empowerment.
Key responsibilities include leading the team to achieve measurable outcomes in upselling, retention, and customer satisfaction. This involves strong pipeline management, consistent coaching, and establishing clear performance expectations through structured one-on-ones, deal reviews, and team cadences. The manager will also collaborate cross-functionally with Product, Operations, and Sales teams to share merchant feedback and enhance the overall customer experience. Additional duties encompass supporting leadership in executing team objectives and key results (OKRs), implementing program improvements, identifying enablement opportunities, and serving as a senior escalation point for complex merchant situations.
Candidates should have 8–10+ years of experience in Account Management, Sales, Business Development, or Marketing, with 3–5 years of direct people management experience in a quota-carrying or performance-driven environment. Experience working with SMB or Mid-Market businesses is essential, along with a proven track record of exceeding revenue and retention goals. Strong coaching skills, the ability to work cross-functionally to resolve issues and improve processes, and excellent written and verbal communication skills are also required. Bilingual proficiency in English and French is ideal.
Block offers a comprehensive benefits package that evolves with employees' needs. This includes competitive pay, health coverage, flexible work arrangements, and opportunities for career growth across its ecosystem. Employees have access to various wellness programs, paid parental leave, and an Employee Stock Purchase Plan. The company maintains high global standards while tailoring benefits to local contexts, ensuring meaningful support for employees worldwide.
Block fosters a collaborative and inclusive culture, emphasizing economic empowerment and a seller-first ethos. The company values diversity and inclusion, with employee-run resource groups promoting universal inclusivity through networking, development opportunities, and social events. Employees appreciate the supportive environment, with colleagues often described as smart, kind, and collaborative. The company's mission to build tools that help businesses thrive is central to its culture, providing employees with a sense of purpose and pride in their work.