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Retention Account Manager, SMB

United Kingdom, London · Job Posted March 26, 2026
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Job Description

Join the Square Account Management team and help merchants thrive within our ecosystem! As a Retention Account Manager, you'll partner with SMB business owners across all verticals to help them rediscover the value of our platform. In this role, you'll engage with merchants at critical moments in their journey, leveraging retention strategies to reduce churn and fuel long-term partnership. You'll support clients as a trusted advisor, using product knowledge and negotiation to turn challenging moments into growth opportunities. This is your chance to be a pivotal force for SMBs across the UK—guiding entrepreneurs and independent business owners to a path of stability, growth and scale.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning
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