• Own client satisfaction from onboarding through successful match outcomes • Maintain detailed tracking of client plans, cadence, preferences, and match history • Ensure profiles are delivered on time based on each client’s package • Send regular check-ins and feedback surveys • Proactively address concerns before they escalate • Update client profiles as preferences evolve • Conduct in-depth research on potential matches for active clients • Create shortlists of high-caliber matches using AI tools such as Claude • Assess compatibility and alignment beyond surface-level criteria • Send curated profiles to clients in the founder’s voice via messaging platforms • Send feelers to potential matches to confirm interest and availability • Refine match criteria based on feedback and outcomes • Help refine and document matchmaking SOPs • Identify inefficiencies or bottlenecks in the client journey • Maintain readiness checklists for active customers • Track match outcomes including scheduled dates and feedback • Support creation of dashboards to monitor performance metrics

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together. So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale. Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. The Role 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 United States-guiding entrepreneurs to a path of stability, growth and scale. You'll join a team that values curiosity, resilience and mutual success for clients & stakeholders. If you're energized by the power of small business and excited to shape the future of how we serve them, we'd love to have you with us. You will thrive in this role if you love thinking on your feet, refining talk tracts/playbooks, a strong history of story telling/post-mortem write ups and love having the hard conversations that leave customers saying "if it wasn't for you, I wouldn't be here today." You will: Be responsible for retaining 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 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: 5+ years experience in Sales, Account Management, or related field Experience discovering and closing both retention & growth opportunities Experience successfully managing a pipeline to achieve revenue targets Excellent negotiation & financial literacy skills Excellent storytelling & vision setting skills Excellent organizational, analytical, written, and verbal communication skills Passion and knowledge about how new technologies can help better serve small and medium size businesses We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page . Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

• Oversee the full customer lifecycle; onboarding, rollout, activation, adoption, and growth. You’re not just managing accounts; you’re driving impact and ensuring every customer realizes the full power of HockeyStack. • Work closely with implementation managers to ensure all customer use cases are implemented. • Expand accounts into new product SKUs and grow usage of their current products. • Consistently communicate the status of the program to executive buyers and executive stakeholders. • Define and execute value roadmaps for every account. Minimize time-to-value, accelerate adoption, and tie every milestone to measurable ROI. • Operate as a strategic partner across marketing, sales, and revenue teams. You’ll bring clarity where there’s confusion, action where there’s delay, and results where others fail. • Proactively surface insights and opportunities to help customers expand their use of the platform, and their investment in it. • Track, measure, and prove ROI relentlessly. You’ll equip champions with the evidence they need to justify every dollar and unlock more budget. • Move seamlessly across Enterprise, Mid-Market, and SMB segments bringing precision to high-touch and scale to low-touch, with zero drop in quality. • Work cross-functionally to eliminate friction and solve hard problems quickly. You’ll chase blockers across the company and refuse to let customer value stall. • Act as the voice of the customer filtering signal from noise and helping shape the future of the product with firsthand insights from the field.

• Cultivate long-term, trusted relationships with key stakeholders and champions, using a customer-centric partnership approach • Are experienced in crafting strategic, complex multi-year renewal and expansion agreements • Successfully negotiate software and services contracts with procurement teams, focusing on mutually beneficial value • Collaborate and communicate effectively with technical and non-technical colleagues, from analysts to executive leadership, across all organizational levels • Value data quality and maximize the use of CRM capabilities and emerging account management tools to monitor customer health • Are motivated by exceeding ambitious retention and expansion targets, coupled with an unwavering spirit in the face of customer challenges. • Ensure a smooth post-sale handoff, establish clear success metrics, and drive value realization and feature adoption across the client's team. • Proactively manage the renewal pipeline, articulate the ROI of Flashpoint solutions, and mitigate churn risk to secure long-term contracts. • Identify and qualify new use cases, services, and Flashpoint products (e.g., CTI, PSI, VulnDB) to expand the footprint and value delivered within the account. • Continuously track engagement, satisfaction, and Net Promoter Score (NPS), proactively addressing any signals of potential risk or dissatisfaction. • Maintain regular, high-touch communication with key decision-makers and end-user champions to reinforce partnership value and strategic alignment. • Drive consultative conversations, translating Flashpoint's products and outcomes into tangible business value for the client.