SMB Account Manager
Manages a high-volume portfolio of SMB merchants, driving retention, expansion, and product adoption through commercial strategy and trusted advisory relationships. Requires at least five years of account management or sales experience, strong negotiation and analytical skills, and native Japanese with business-level English.
About the job
Responsibilities
- Own a multi-million-dollar, dynamic portfolio of SMB merchants across all verticals; set the strategy, drive outcomes, and remain accountable for every number in the book.
- Develop a deep understanding of merchants’ businesses, identify churn risk, and deploy retention strategies that convert high-risk moments into long-term wins.
- Manage a high-velocity pipeline and close upsell, cross-sell, and contract-adoption opportunities.
- Build trusted relationships with business owners and act as a strategic advisor.
- Handle competitive threats, commercial pushback, and escalations while strengthening partnerships.
- Create post-mortems, talk tracks, and playbooks for the broader team.
- Use portfolio data to make recommendations that influence product and go-to-market decisions.
- Partner with Sales, Support, Product, and Analytics to solve problems and prevent recurrence.
Requirements
- 5+ years of experience in account management, sales, or a related client-facing role.
- Track record of delivering retention and revenue goals in a performance-based environment.
- Experience managing a dynamic, high-volume book while closing retention and growth opportunities.
- Strong negotiation skills and comfort with difficult commercial conversations.
- Clear and persuasive written and verbal communication skills.
- Solid financial and analytical skills, including sizing opportunities and using data to support decisions.
- Collaborative approach with Sales, Product, Support, and Analytics teams.
- Interest in the challenges faced by small-business owners.
- Native Japanese and business-level English.
Nice-to-Haves
- Formal sales methodology training.
- Experience with fintech, payments, or SaaS platforms.
- Experience contributing to team playbooks, talk tracks, or process improvements.
Compensation and Benefits
- Remote work options.
- Medical insurance.
- Flexible time off.
- Retirement savings plans.
- Modern family planning benefits.
Skills
Account Management, Sales, Customer Retention, Upselling, Cross-Selling, Negotiation, Pipeline Management, Financial Analysis, Data Analysis, Fintech, Payments, SaaS, Sales Methodologies
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