Lead a team of 8–10 SMB Account Managers to drive upsell, retention, and customer satisfaction. Own pipeline management, coaching, performance cadences, cross-functional escalation, and execution of team OKRs. Partner with Product, Operations, and Sales; serve as senior escalation point and travel quarterly for events or customer meetings.

Manage, retain, and grow a portfolio of SMB merchants through consultative relationships, product adoption, upselling, and cross-functional collaboration. Act as merchant advocate, deliver business coaching, meet outcome-based growth and retention goals, and surface merchant insights to shape product.