Retention Account Manager – SMB

About the role

Join Square’s Account Management team as a Retention Account Manager focused on small‑and‑medium businesses (SMB). You will partner with owners across all verticals, helping them rediscover the value of Square’s integrated commerce platform and turning critical moments into growth opportunities.

Key responsibilities

• Retain a multi‑million‑dollar SMB client base by understanding their needs and reducing churn.
• Deploy tailored retention strategies and negotiate solutions that increase contract adoption.
• Address customer concerns and competitive threats with strategic, data‑driven approaches.
• Collaborate with Sales, Support, Product, and Analytics teams to continuously improve retention motions.
• Provide insights on product, operational, and competitive gaps to shape future strategies.

Required profile

• 5+ years of experience in Sales, Account Management, or a related field.
• Proven ability to think on your feet, refine playbooks, and conduct hard‑conversation negotiations.
• Strong storytelling and post‑mortem documentation skills.
• Passion for helping SMBs achieve stability, growth, and scale.

Required skills