Account Manager, Small and Medium Business (SMB)

About Square and the Role

Since its inception in 2009, Square has grown alongside the evolving retail landscape, advancing from payment processing to delivering integrated omnichannel software solutions. These include online selling, inventory management, buy now pay later options, appointment scheduling, customer loyalty programs, staff management, and embedded financial services such as business loans and cash flow management. The acquisition of Afterpay supports our mission to broaden omnichannel capabilities, aiding sellers in expanding order sizes and competitiveness on larger scales.

Serving a broad spectrum of clients—from startups to large enterprises—Square continuously adapts its offerings to meet growing seller needs. In Australia, small businesses power the economy, and this role focuses on partnering with them to help accelerate their growth using Square's solutions.

Key Responsibilities

• Manage and nurture a portfolio of SMB merchants to drive their success through customized use of Square’s products.
• Act as a proactive advocate for merchants within the company, gathering feedback to influence product development.
• Develop trusted relationships with priority clients while maintaining engagement across the entire portfolio.
• Stimulate portfolio growth by encouraging wider adoption of product features, upselling, and delivering value-based advice.
• Balance proactive outreach initiatives with retention strategies through effective organization and time management.
• Collaborate cross-functionally with Sales, Product, and Support teams to devise tailored business solutions.
• Set and achieve outcome-oriented retention and expansion targets that demonstrate measurable merchant success.

Experience and Skills Required

• Minimum of three years’ experience in account management, consultative sales, or similar customer-facing roles.
• Client-centric approach with a strong commitment to supporting SMBs.
• Proficient organizational skills to handle high-volume engagement and follow-up effectively.
• Excellent communication abilities, with a talent for simplifying complex concepts during client interactions.
• Commercial savvy and curiosity about small business dynamics and how Square’s offerings can facilitate growth.
• Growth-oriented mindset with enthusiasm for experimentation and continuous improvement of work methods.
• Proven track record of delivering measurable outcomes and being recognized as a dependable advisor by clients.

Additional Information

Square is an equal opportunity employer committed to creating an inclusive workplace. Reasonable accommodations are available to applicants with disabilities during recruitment. Candidates should be mindful that as Square operates globally, work outside typical business hours across multiple time zones may be required.

Applicants may submit up to nine applications every 60 days, with reapplications for the same position allowed after 90 days from the last review. Square may utilize AI tools throughout the hiring process, adhering strictly to privacy standards and anti-bias protocols.

Employee benefits include remote work arrangements, medical insurance, flexible paid time off, retirement savings options, and family planning support.