Manager, SMB Account Management

About the role

Lead a team of 8‑10 SMB Account Managers to drive growth, retention, and revenue expansion for Square’s small‑business merchants. Report to the Head of Account Management for APAC and collaborate cross‑functionally with Product, Operations, and Sales.

Key responsibilities

• Build and develop a high‑performing team, focusing on coaching, development, and career growth.
• Own upsell, retention, and customer‑satisfaction outcomes through pipeline management and hands‑on coaching.
• Establish performance expectations via structured 1:1s, deal reviews, and team cadences.
• Partner with product, operations, and sales to surface merchant insights, resolve escalations, and improve the customer experience.
• Support leadership in executing team OKRs and implementing program improvements.
• Identify enablement opportunities, share best practices, and serve as senior escalation point for complex merchant situations.
• Travel approximately once per quarter for team events or customer meetings.

Required profile

• 8+ years of experience in Account Management, Sales, Business Development, or Marketing.
• 3‑5 years of direct people‑management experience in a quota‑carrying environment.
• Proven track record of exceeding revenue and retention goals, especially with SMB or Mid‑Market businesses.
• Strong coaching ability with demonstrated improvement of team performance.
• Experience working cross‑functionally to resolve issues and improve processes.
• Excellent written and verbal communication skills.