Retention Account Manager, SMB

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

Join the Square Account Management team and help merchants thrive within our ecosystem! As a Retention Account Manager, you'll partner with SMB business owners across all verticals to help them rediscover the value of our platform. In this role, you'll engage with merchants at critical moments in their journey, leveraging retention strategies to reduce churn and fuel long-term partnership. You'll support clients as a trusted advisor, using product knowledge and negotiation to turn challenging moments into growth opportunities.

This is your chance to be a pivotal force for SMBs across the UK—guiding entrepreneurs and independent business owners to a path of stability, growth and scale. You’ll join a team that values curiosity, resilience and mutual success for clients & stakeholders. If you're energised by the power of small business and excited to shape the future of how we serve them, we’d love to have you with us.

You will thrive in this role if you love thinking on your feet, refining talk tracks/playbooks, a strong history of story telling/post-mortem write ups and love having the hard conversations that leave customers saying “if it wasn’t for you, I wouldn’t be here today.”

You Will

• Be responsible for retaining a multi-million pound client base
• Understand SMB customer needs across all verticals
• Deploy retention strategies to mitigate churn and increase contract adoption
• Strategically address customer concerns and competitive threats
• Help evolve our retention motion through insights on product, operational, and competitive gaps
• Work with our Sales, Support, Product and Analytics, teams to future proof our retention strategies 

You Have

• 3+ years of experience in Account Management, Customer Success, Sales, or a related client-facing role with direct ownership of retention outcomes
• Proven success building trusted relationships with SMB and Mid-Market customers across multiple verticals
• Demonstrated ability to reduce churn and retain at-risk accounts through proactive account planning and value-led conversations
• Experience identifying and closing both retention and growth opportunities within an existing book of business
• Strong track record managing a high-volume portfolio, balancing urgent inbound issues with proactive outreach
• Comfortable working with challenging seller relationships and resolving escalations,  high-stakes conversations and finding strong revenue outcomes
• Strong negotiation skills plus solid financial/commercial acumen; able to translate value into business impact
• Exceptional communication and internal advocacy skills; able to influence cross-functional teams and represent customer needs effectively
• Strong organisational and analytical skills, using customer insights to prioritize actions and improve retention processes

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.