Manager, SMB Account Management (Retention)

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.
So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
The Role
The Account Management organization is seeking a results-driven and people-focused leader to manage our Retention Account Management (AM) team. In this role, you will lead a group of Retention AMs responsible for preserving and strengthening relationships with SMB merchants, at critical moments in their lifecycle.
You will drive execution against churn reduction and contract renewal goals while fostering a culture of resilience, accountability, and continuous improvement. This role reports to the Head of US SMB Account Management.
Retention is a high-skill, high-impact motion at Square. Your team will navigate complex customer conversations, competitive pressure, and competitive pressure to turn risk into renewed partnership. As a leader, you will own the health of the retention business for your segment - driving performance and refining execution standards.
You Will:

• Lead and develop a remote team of 8-10 Retention Account Managers, responsible for churn reduction within the SMB portfolio
• Drive retention outcomes through forecasting rigor, pipeline discipline, and elevated negotiation execution across your team
• Establish structured performance cadences (1:1s, deal reviews, post-mortems) to reinforce accountability and elevate execution quality.
• Partner cross-functionally with Sales, Support, Product, and Analytics to escalate trends, surface churn drivers, and improve the end-to-end merchant experience
• Identify patterns in churn risk and translate insights into playbook improvements and enablement opportunities
• Serve as a senior escalation point for complex or high-impact merchant situations
• Travel approximately once per quarter for team events or cross-functional collaboration

You Have:

• 8+ years of experience in Sales, Account Management, CSM or a related customer-facing revenue role
• 3-5 years of direct people management experience in a quota-carrying or performance-driven environment.
• Experience managing a team responsible for revenue retention, renewals, or churn mitigation.
• Demonstrated success coaching negotiation, financial acumen, and high-stakes customer conversations.
• Experience identifying root causes and implementing structured improvements.
• Excellent written communication skills, including the ability to synthesize trends and influence cross-functional stakeholders.

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A: ($180,000 - $270,000) Zone B: ($167,400 - $251,200) Zone C: ($158,400 - $237,600) Zone D: ($149,400- $224,200)
Amounts listed above include target variable compensation.
Application Guidelines
Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us here with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.