Description
The Account Management team is looking for a motivated account manager or sales professional to join our SMB team and help our merchants retain, grow, and get more from Square's platform.
In this role, you'll own a portfolio of small and medium-sized business customers, engaging with them at high-stakes moments in their journey , whether that's preventing churn, unlocking a new product, or helping them see what's possible with Square.
You'll be equal parts advisor and problem-solver: diagnosing customer needs, deploying retention and growth strategies, and acting as a connector between the seller and the broader Square team.
This isn't a reactive support role , you'll proactively manage your book with urgency and intent, building playbooks and narratives that move the needle.
The ideal candidate thrives in a fast-paced environment, loves the challenge of hard conversations, and cares deeply about small business success.
You bring a track record in account management or sales, a natural curiosity for how products work, and the ability to turn insight into action.
Responsibilities:
- Own a multi-million dollar, dynamic portfolio of SMB merchants across all verticals
- Obsess over retention: develop a deep understanding of your merchants' businesses, identify churn risk before it surfaces, and deploy commercially precise strategies
- Think and act like a GM of your book: managing a high-velocity pipeline, closing upsell, cross-sell, and contract adoption opportunities
- Earn trust by delivering results: build relationships with business owners where you are the first call when something matters
- Lean into hard conversations: own competitive threats, commercial pushback, and escalations with clarity and conviction
- Raise the bar for the team: write the post-mortems others learn from, build the talk tracks others adopt, and develop the playbooks that outlast you in the role
- Use data to drive decisions: translate portfolio-level patterns into sharp, specific recommendations
- Close the loop cross-functionally: partner with Sales, Support, Product, and Analytics to solve problems structurally and prevent recurrence
Requirements:
- 5+ years in account management, sales, or a related client-facing role
- Experience managing a dynamic, high-volume book and closing both retention and growth opportunities simultaneously
- Strong negotiation skills built through real commercial experience
- The ability to communicate clearly and persuasively
- Solid financial and analytical skills
- A collaborative instinct, you work well across Sales, Product, Support, and Analytics
- A habit of reflection, you write up what went wrong, share what you've learned
- A real interest in small business and the challenges SMB owners face day to day
- Native Japanese and business-level English
Benefits:
- Remote work
- Medical insurance
- Flexible time off
- Retirement savings plans
- Modern family planning