Role Description

As the Director of SMB Account Management for New Verticals, you will lead our Implementation and Account Management teams across SMB and select Mid-Market merchants. You will own both performance and sales org design, driving retention and growth outcomes while designing and refining the operating model that enables scale.

What we’re delivering to merchants is unique: a marketplace and platform ecosystem that enables customer acquisition, inventory digitization, advertising and fulfillment. The product suite continues to expand, requiring a leader who can operate effectively in ambiguity and translate evolving capabilities into merchant value.

You will report into the Senior Director within our SMB Sales organization and partner closely with Sales, Merchant / Sales Strategy & Operations, Product, Engineering, Marketing, Finance and Support to ensure merchants succeed on our platform.

Qualifications

• 8+ years of progressive experience in sales, account management, merchant success, or related go-to-market leadership roles.
• 5+ years leading managers and scaled frontline teams.
• Experience growing SMB and/or Mid-Market accounts in high-growth, evolving environments.
• Proven track record of achieving or exceeding performance goals while building infrastructure.
• Experience building or scaling a business, vertical, or product (0→1 or 1→10 experience preferred).
• Strong cross-functional leadership experience within matrixed organizations.
• Acute understanding of sales operations, performance management, and process design.
• Demonstrated ability to manage multiple complex initiatives simultaneously.
• Ability to effectively interface from C-suite executives to frontline reps.
• Comfort with core sales and CRM tooling (e.g., Salesforce, reporting dashboards, productivity tools).

Requirements

• Design and scale an SMB Account Management organization supporting X+ merchants across SMB and select Mid-Market segments.
• Design role specialization, segmentation, and coverage models as the business scales.
• Build durable processes and operating rhythms while maintaining speed and agility.
• Balance long-term infrastructure building with near-term performance delivery.
• Translate high-level strategy into actionable team plans.
• Navigate evolving product capabilities and shifting priorities.
• Provide clarity and direction in environments where inputs may be imperfect.
• Make pragmatic decisions without waiting for perfect information.
• Own and deliver against quarterly and annual performance targets including retention rate, gross order volume growth, product adoption, and incremental revenue across the SMB portfolio.
• Develop repeatable motions for activation, upsell, cross-sell, and new product rollout.
• Surface voice-of-merchant insights to inform product and go-to-market improvements.
• Influence across Merchant Strategy, Sales Ops, Product, Finance, Engineering, Support, HR, and Recruiting.
• Build strong internal networks to unblock constraints and accelerate progress.
• Hire, coach, and develop high-performing managers and frontline teams.
• Build a culture of ownership, resilience, and accountability.
• Raise the bar on performance while maintaining strong team engagement.

Benefits

• Comprehensive benefits package including a 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws.
• Medical, dental, and vision benefits.
• 11 paid holidays, disability and basic life insurance.
• Family-forming assistance and a mental health program.