Retention Account Manager, SMB

The Retention Account Manager, SMB at Block (Square) is a pivotal role within the Account Management team, focusing on supporting small and medium-sized business (SMB) owners across various industries. This position is integral to enhancing the value that merchants derive from Square's platform, aiming to reduce churn and foster long-term partnerships. The role involves close collaboration with Sales, Support, Product, and Analytics teams to develop and implement effective retention strategies.

In this capacity, the Retention Account Manager is responsible for managing a multi-million dollar client base, understanding the unique needs of SMB customers, and deploying strategies to mitigate churn and increase contract adoption. The role requires addressing customer concerns and competitive threats, providing insights on product, operational, and competitive gaps, and working with cross-functional teams to future-proof retention strategies.

Candidates should have over five years of experience in Sales, Account Management, or a related field, with a proven track record in discovering and closing both retention and growth opportunities. Strong negotiation and financial literacy skills are essential, along with excellent storytelling, vision-setting, organizational, analytical, written, and verbal communication skills. A passion for and knowledge about how new technologies can better serve small and medium-sized businesses is also important.

While specific compensation details are not provided, Block offers a comprehensive benefits package designed to empower employees to do their best work. Benefits include remote work options, medical insurance, flexible time off, retirement savings plans, and modern family planning. The company takes a market-based approach to pay, with compensation varying depending on location and other factors.

Block is committed to building a more inclusive economy and strives to create a workplace that reflects these values. The company fosters a culture of curiosity, resilience, and mutual success for clients and stakeholders. Employees are encouraged to share any needed accommodations with their recruiter, who will treat these requests confidentially. Block is an evaluating all employees and job applicants without regard to identity or any legally protected class.