[Hiring] Manager, SMB Account Management @Block

Role Description

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 APAC.

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.

Preferred locations: Sydney or Melbourne, Australia

You Will

• Build and develop a high-performing team: lead 8–10 Account Managers focused on growth and retention for SMB merchants, with a strong emphasis on coaching, development, and career growth for your team members.
• Drive real outcomes by owning upsell, retention, and customer satisfaction results through strong pipeline management and hands-on 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.
• Level up the whole team. Spot enablement opportunities and share best practices that raise the bar across the group.
• Serve as a senior escalation point for complex or high-impact merchant situations.
• Travel approximately once per quarter for team events or customer meetings.

Qualifications

• 8+ 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.
• A track record of consistently exceeding revenue and retention goals.
• Experience working with SMB or Mid-Market businesses.
• 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.

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning