Retention Account Manager, SMB

2 hours, 22 minutes ago
Full-time
Mid Level
Customer and Technical Support
Block

Block

Block is a company that consists of Square, Cash App, Spiral, TIDAL, TBD, and foundational teams. They are focused on economic empowerment by creating tools to expand access to the economy. Square helps sellers run and grow businesses, Cash App redefin...

Capital Markets
10K-50K
Founded 2009

Description

  • Retain a multi-million pound client base and support merchants at critical moments in their journey.
  • Understand SMB customer needs across all verticals and tailor retention approaches accordingly.
  • Deploy retention strategies to mitigate churn and increase contract adoption.
  • Address customer concerns, competitive threats, and escalations through strategic conversations.
  • Identify product, operational, and competitive gaps and use insights to improve the retention motion.
  • Partner with Sales, Support, Product, and Analytics to strengthen retention strategies.
  • Identify and close retention and growth opportunities within an existing book of business.
  • Manage a high-volume portfolio while balancing urgent inbound issues with proactive outreach.

Requirements

  • 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 and balancing urgent inbound issues with proactive outreach.
  • Comfort with challenging seller relationships, escalations, and high-stakes conversations.
  • Strong negotiation skills and solid financial/commercial acumen.
  • Exceptional communication and internal advocacy skills with the ability to influence cross-functional teams.
  • Strong organisational and analytical skills, using customer insights to prioritize actions and improve retention processes.

Benefits

  • Remote work.
  • Medical insurance.
  • Flexible time off.
  • Retirement savings plans.
  • Modern family planning benefits.
  • Inclusive interview experience with reasonable accommodations for disabled applicants.
  • Equal opportunity employer commitment and fair chance consideration for applicants with arrest or conviction records.

Interested in this position?

Apply directly on the company website

Apply Now

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