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.

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 storytelling/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 experience in Sales, Account Management, or related field
• Experience discovering and closing both retention & growth opportunities
• Experience successfully managing a pipeline to achieve revenue targets
• Excellent organisational, analytical, written, and verbal communication skills
• Passion and knowledge about how new technologies can help better serve small and medium size businesses

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.