# Retention Account Manager, SMB

**Company:** [Square](https://hotfix.jobs/companies/square)
**Location:** Remote
**Role:** Account Management
**Experience:** 5+ years
**Skills:** Sales, Account Management, Customer Retention, Pipeline Management, Negotiation, Financial Literacy, Storytelling, Revenue Targets, Churn Reduction, Product Knowledge
**Posted:** 2026-08-05

> The Retention Account Manager will advise SMB merchants across Australia, using retention strategies, negotiation, and product expertise to reduce churn and identify growth opportunities. The role requires at least five years of sales or account management experience and strong communication, analytical, and financial skills.

## Job Description

## Responsibilities
- Retain a multi-million-dollar client base.
- Understand SMB customer needs across all verticals.
- Deploy retention strategies to mitigate churn and increase contract adoption.
- Strategically address customer concerns and competitive threats.
- Help evolve the retention motion through insights on product, operational, and competitive gaps.
- Work with Sales, Support, Product, and Analytics teams to future-proof retention strategies.

## Requirements
- 5+ years of experience in sales, account management, or a related field.
- Experience discovering and closing retention and growth opportunities.
- Experience successfully managing a pipeline to achieve revenue targets.
- Excellent negotiation and financial literacy skills.
- Excellent storytelling and vision-setting skills.
- Excellent organizational, analytical, written, and verbal communication skills.
- Passion for and knowledge of how new technologies can better serve small and medium-sized businesses.

## Benefits
- Remote work options.
- Medical insurance.
- Flexible time off.
- Retirement savings plans.
- Modern family planning benefits.

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