Manager, SMB Account Management

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

📋 Description

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

• Enhance upsell, retention, and customer satisfaction outcomes through effective pipeline management and coaching.

• Set performance expectations and ensure accountability through one-on-one meetings, deal reviews, and team rhythms.

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

• Assist leadership in implementing team OKRs and driving program improvements.

• Identify training opportunities and disseminate best practices.

• Act as a senior escalation resource for complex or significant merchant issues.

• Report to the Head of Account Management for the APAC region.

⛳️ Requirements

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

• 3–5 years of direct experience in people management within a quota-carrying or performance-oriented environment.

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

• Experience with SMB or Mid-Market businesses.

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

• Experience in cross-functional collaboration to address issues and refine processes.

• Excellent written and verbal communication skills.

🏝️ Benefits

• Remote work options.

• Medical insurance coverage.

• Flexible time-off policy.

• Retirement savings plans.

• Modern family planning support.

• Reasonable accommodations for applicants with disabilities.

• Opportunities for travel to team events or customer meetings approximately once per quarter.