Retention Account Manager, SMB

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 story telling/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.”

• 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

• 3+ years of experience in Account Management, Customer Success, Sales, or a related client‑facing role with direct ownership of retention outcomes
• Proven success building trusted relationships with SMB and Mid‑Market customers across multiple verticals
• Demonstrated ability to reduce churn and retain at‑risk accounts through proactive account planning and value‑led conversations
• Experience identifying and closing both retention and growth opportunities within an existing book of business
• Strong track record managing a high‑volume portfolio, balancing urgent inbound issues with proactive outreach
• Comfortable working with challenging seller relationships and resolving escalations, high‑stakes conversations and finding strong revenue outcomes
• Strong negotiation skills plus solid financial/commercial acumen; able to translate value into business impact
• Exceptional communication and internal advocacy skills; able to influence cross‑functional teams and represent customer needs effectively
• Strong organisational and analytical skills, using customer insights to prioritize actions and improve retention processes

Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process.

We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering.