[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 Retail Account Managers. In this role, you will lead growth and retention efforts across a portfolio of Square's SMB retail merchants, ensuring your team delivers consistent, high-quality customer engagement and measurable business outcomes. You will report directly to the Head of US SMB Account Management.

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.

• Lead and develop a remote team of 8–10 Account Managers focused on growth and retention for SMB retail merchants.
• Drive measurable outcomes in upsell, retention, and customer satisfaction through strong pipeline management and consistent 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.
• Identify enablement opportunities and reinforce best practices across the team.
• 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

• 8–10+ 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.
• Experience working with SMB or Mid-Market retail businesses.
• A track record of consistently exceeding revenue and retention goals.
• 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.
• Must be based in the Central or Eastern Time Zone.

Requirements

• This is a remote position and we are seeking candidates who are based in Central or Eastern timezones, due to team collaboration needs.

Benefits

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