Manager, SMB Account Management

Block is a company that builds technology to increase access to the global economy. They are seeking a results-driven leader to manage a team of SMB Account Managers, focusing on growth and retention efforts across a portfolio of Square’s SMB merchants. The role involves overseeing a team, driving measurable outcomes, and collaborating with cross-functional teams to enhance customer experience.

Responsibilities:

• Lead and develop a remote team of 8–10 Account Managers focused on growth and retention for SMB 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