Manager, SMB Account Management

Block
Sydney, Melbourne
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Leadership","Coaching","Communication","Cross-functional collaboration","Data-driven mindset"]

Lead and develop a team of 8–10 SMB Account Managers to drive growth and retention across a portfolio of Square merchants. Own upsell, retention, and customer satisfaction outcomes through pipeline management, deal reviews, and coaching. Partner cross-functionally with Product, Operations, and Sales to surface merchant insights, resolve escalations, and support measurable business results while executing team OKRs for APAC.

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FursaFursa
Block
Block
1 month ago

Manager, SMB Account Management

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead and develop a team of 8–10 SMB Account Managers to drive growth and retention across a portfolio of Square merchants. Own upsell, retention, and customer satisfaction outcomes through pipeline management, deal reviews, and coaching. Partner cross-functionally with Product, Operations, and Sales to surface merchant insights, resolve escalations, and support measurable business results while executing team OKRs for APAC.
Location: Sydney, Melbourne
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Build and develop a high-performing team of 8–10 SMB Account Managers with a focus on coaching, development, and career growth.
  • •Drive upsell, retention, and customer satisfaction outcomes using pipeline management and hands-on coaching.
  • •Set performance expectations through structured 1:1s, deal reviews, and team cadences.
  • •Partner cross-functionally to surface merchant insights, resolve escalations, and improve the customer experience.
  • •Support leadership in executing team OKRs and implementing program improvements, while serving as a senior escalation point for complex merchant issues.
Travel: Medium travel

Pay and Benefits

Perks:Remote WorkHealth InsurancePaid LeaveParental Leave

Key Requirements

  • •8+ years of experience in account management, sales, business development, or marketing.
  • •3–5 years of direct people management experience in a quota-carrying or performance-driven environment.
  • •Demonstrated track record of exceeding revenue and retention goals.
  • •Experience working with SMB or mid-market businesses.
  • •Strong coaching skills and excellent written and verbal communication. (Cross-functional problem-solving experience is a plus.)
Experience:8+ yearsAccount managementSalesBusiness developmentSMBMid-market
Skills:LeadershipCoachingCommunicationCross-functional collaborationData-driven mindset
Languages:English

Company Brief

Block
Builds financial services and commerce tools to empower businesses and individuals, operating products such as Square, Cash App, Spiral (Bitcoin initiatives), TIDAL, and developer-focused payment and banking solutions.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn