Description
The Account Management organisation is seeking a results-driven and people-focused leader to manage a team of SMB Account Managers. In this role, you will lead growth and retention efforts across a portfolio of Square's SMB merchants, ensuring your team delivers consistent, high-quality customer engagement and measurable business outcomes.
You will report directly to the Head of Account Management for APAC. As a team leader, you will oversee a high-performing group of 8-10 Account Managers, driving results in revenue expansion, software adoption, and churn reduction.
Key responsibilities:
- Build and develop a high-performing team: lead 8–10 Account Managers focused on growth and retention for SMB merchants, with a strong emphasis on coaching, development, and career growth for your team members.
- Drive real outcomes by owning upsell, retention, and customer satisfaction results through strong pipeline management and hands-on coaching.
- Establish clear performance expectations and accountability through structured 1:1s, deal reviews, and team cadences.
- Partner cross-functionally to surface merchant insights, resolve escalations, and improve the overall customer experience.
- Support leadership in executing team OKRs and implementing program improvements.
- Level up the whole team. Spot enablement opportunities and share best practices that raise the bar across the group.
- Serve as a senior escalation point for complex or high-impact merchant situations.
- Travel approximately once per quarter for team events or customer meetings.
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.
- A track record of consistently exceeding revenue and retention goals.
- Experience working with SMB or Mid-Market businesses.
- Strong coaching skills with demonstrated ability to improve performance across a team.
- Experience working cross-functionally to resolve issues and improve processes.
- Excellent written and verbal communication skills.