Manager, SMB Account Management

This is a fully remote position, open to applicants in Australia.

📋 Description

• Lead and cultivate a high-performing team consisting of 8–10 SMB Account Managers.

• Drive upselling, retention, and customer satisfaction outcomes through effective pipeline management and coaching.

• Set performance standards and foster accountability through regular 1:1 meetings, deal reviews, and team cadence sessions.

• Collaborate with Product, Operations, and Sales teams to gather merchant insights, address escalations, and enhance the customer experience.

• Assist leadership in achieving team OKRs and implementing program enhancements.

• Identify training opportunities and disseminate best practices within the team.

• Act as a senior escalation point for complex or high-impact merchant scenarios.

• Travel approximately once every quarter for team gatherings or customer engagements.

⛳️ Requirements

• Over 8 years of experience in Account Management, Sales, Business Development, or Marketing.

• 3–5 years of direct experience managing people in a quota-driven or performance-oriented setting.

• Proven track record of consistently surpassing revenue and retention targets.

• Experience working with SMB or Mid-Market businesses.

• Strong coaching abilities, with a demonstrated capacity to enhance team performance.

• Experience collaborating across functions to resolve challenges and refine processes.

• Exceptional written and verbal communication skills.

🏝️ Benefits

• Remote work opportunity.

• Comprehensive medical insurance.

• Flexible time off policy.

• Retirement savings plans.

• Modern family planning options.

• Reasonable accommodations for applicants with disabilities.

• Travel for team events or customer meetings approximately once per quarter.