Manager, SMB Account Management
Leads a team of SMB Account Managers responsible for merchant growth, retention, software adoption, and customer satisfaction. The role requires substantial account management experience, direct people leadership, quota-driven performance, and strong coaching and cross-functional collaboration skills.
About the job
Responsibilities
- Lead and develop a high-performing team of 8–10 SMB Account Managers, emphasizing coaching, development, and career growth.
- Drive upsell, retention, and customer satisfaction outcomes through pipeline management and hands-on coaching.
- Establish performance expectations and accountability through structured 1:1s, deal reviews, and team cadences.
- Partner cross-functionally to surface merchant insights, resolve escalations, and improve customer experience.
- Support leadership in executing team OKRs and implementing program improvements.
- Identify enablement opportunities and share best practices 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.
- Track record of exceeding revenue and retention goals.
- Experience working with SMB or Mid-Market businesses.
- Strong coaching skills and demonstrated ability to improve team performance.
- Experience working cross-functionally to resolve issues and improve processes.
- Excellent written and verbal communication skills.
Benefits
- Remote work options
- Medical insurance
- Flexible time off
- Retirement savings plans
- Modern family planning benefits
Skills
Account Management, Sales, Business Development, Marketing, People Management, Pipeline Management, Coaching, Revenue Growth, Customer Retention, Customer Satisfaction, Smb, Mid-Market, Team Leadership, Cross-Functional Collaboration, Okrs
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