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Retention Account Manager, SMB
Remote 20405 S&M - Sales - Square Account Management role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalLead
Work settingRemote
Accepted candidate locations
United Kingdom
Role overview
Retention Account Manager, SMB
Requirements and responsibilities
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You Will
- Be responsible for retaining a multi-million pound 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 our retention motion through insights on product, operational, and competitive gaps
- Work with our Sales, Support, Product and Analytics, teams to future proof our retention strategies
You Have
- 3+ years of experience in Account Management, Customer Success, Sales, or a related client-facing role with direct ownership of retention outcomes
- Proven success building trusted relationships with SMB and Mid-Market customers across multiple verticals
- Demonstrated ability to reduce churn and retain at-risk accounts through proactive account planning and value-led conversations
- Experience identifying and closing both retention and growth opportunities within an existing book of business
- Strong track record managing a high-volume portfolio, balancing urgent inbound issues with proactive outreach
- Comfortable working with challenging seller relationships and resolving escalations, high-stakes conversations and finding strong revenue outcomes
- Strong negotiation skills plus solid financial/commercial acumen; able to translate value into business impact
- Exceptional communication and internal advocacy skills; able to influence cross-functional teams and represent customer needs effectively
- Strong organisational and analytical skills, using customer insights to prioritize actions and improve retention processes
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