Account Management Lead

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

The Global Account Management team is seeking a customer focused leader to manage a team of Account Managers in Canada. We’re looking for someone energetic and hands-on, ready to go beyond the typical job description to retain and grow Square’s largest Canadian sellers. As the Canadian market expands rapidly, you’ll play a key role in shaping our market strategy and adapting it to local needs.

In this role, you’ll collaborate with senior decision-makers and cross-functional teams—product, engineering, finance, implementation, marketing, operations, and sales—to grow and retain Canadian merchants. Your experience managing account management teams will be crucial in building and developing a motivated team that drives Square’s upmarket growth.

You will manage a mixed team of Account Managers, overseeing their portfolio’s revenue retention and growth. You’ll provide 1:1 coaching, performance management, and help develop processes and insights to scale the team. You’ll also play a key role in partnering with Enablement to shape coaching and training programs for Account Managers and will directly support the team's management of relationships with our largest strategic sellers.

In addition to being a high-performing individual with experience in the SMB or Enterprise segments, you should have a track record of leading teams, coaching and developing talent, leading projects, driving revenue growth, and advocating for customers internally, reporting to the Head of Account Management, CA. You’ll lead a team that manages some of Square’ Canada’s most valuable seller relationships, tackling the unique challenges and opportunities of the CA market to ensure long-term success for our highest-value sellers.

You Will

• Lead a team of Account Managers, managing accounts across all merchant verticals
• Consistently achieve positive revenue outcomes while maintaining a high return on investment
• Provide 1:1 coaching and performance management to your team members
• Serve as an escalation point for customer challenges and work directly with our Sellers where support is needed, mitigating churn risks
• Act as an expert on Account Management in Canada and engage with product, marketing, and enablement teams to serve as the voice for our customers
• Create operational efficiencies through stream-lined repeatable processes
• Foster cross-functional collaboration through beta programs, co-marketing, product insights and more

You Have

• 5+ years experience in Sales or Account Management
• 2+ years experience managing metrics-driven customer-facing teams within a high-growth technology company 
• Experience identifying opportunities and independently developing plans of action on behalf of your team
• Excellent written communication (verbal and written) for all audiences, including internal senior stakeholders and external customers
• Experience working cross-functionally with product teams to serve as the voice of the customer
• Experience serving as a direct senior escalation point for customers to diffuse

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 also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations throughout the recruitment process. If you require an accommodation, let your recruiter know.

Want to learn more about what we’re doing to build an inclusive workplace? Check out our Inclusion & Diversity page.