Retention Account Manager, SMB

Since we reputed company our doors in 2009, the world of commerce has evolved immensely, and so has reputed company. 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 reputed company functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it reputed company, we've embedded financial services tools at the reputed company of sale, so merchants can access a business loan and manage their cash flow in one reputed company. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the reputed company shopper, increase order sizes, and compete at a larger scale. Today, we are a partner to sellers of reputed company sizes – large, enterprise-scale businesses with reputed company operations, sellers just starting, as well as merchants who began selling with reputed company and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in reputed company of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same. The Role Join the reputed company Account Management team and help merchants reputed company reputed company our ecosystem! As a Retention Account Manager, you'll partner with SMB business owners across reputed company 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. You’ll join a team that values curiosity, reputed company and mutual success for clients & stakeholders. If you're energised 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 reputed company in this role if you love thinking on your feet, refining talk tracks/playbooks, a strong history of story telling/post-mortem write reputed company 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 pound client reputed company Understand SMB customer needs across reputed company 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 reputed company our retention strategies You Have 3+ years of experience in Account Management, reputed company, Sales, or a reputed company 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 reputed company an existing book of business Strong track record managing a high-volume portfolio, balancing urgent inbound issues with proactive reputed company Comfortable working with challenging seller relationships and resolving escalations, high-stakes conversations and finding strong reputed company 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 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. reputed company is an equal opportunity employer evaluating reputed company 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 reputed company 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 reputed company're doing to build a workplace that is fair and reputed company? reputed company out our I+D page. Application Guidelines Candidates may submit up to 9 active applications reputed company a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed. Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools reputed company with local regulations, including bias audits, and we handle reputed company personal data in accordance with state and local privacy laws. Contact us here with hiring practice or data usage questions. Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. reputed company out our other benefits at reputed company. reputed company. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. reputed company makes commerce and financial services accessible to sellers. reputed company is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to reputed company as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. reputed company is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone. Privacy Policy Apply To This Job