Director of Growth Strategy & Operations – Global Account Management

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. 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 later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

As the Director of Growth Strategy & Operations for Square's Global Account Management business, you will play a pivotal role in defining and driving the global strategy for Account Management and existing SQ Seller growth. This high-impact, strategic role will partner directly with Square's senior GTM and Sales leaders to design, implement, and scale strategies that deepen seller relationships, expand revenue, and maximize lifetime value across our global base of sellers.

You will help shape how Square grows with its existing customers — optimizing for retention, expansion, and multi-product adoption across regions, segments, and industries. You'll lead cross-functional strategic initiatives that enhance the performance, structure, and scalability of our global Account Management organization, ensuring alignment with Square's GTM priorities and revenue goals.

This role requires a strong combination of strategic thinking, operational excellence, and executive influence. You will provide guidance to senior GTM executives and a driving force behind Square's world-class, customer-centric growth organization.

You Will:

Global Account Management Strategy

• Define and operationalize the global GTM strategy for Account Management, focused on retention, expansion, and long-term customer growth.
• Partner with regional and functional GTM leaders to develop segment strategies, coverage models, and engagement frameworks that balance efficiency with deep customer impact.
• Lead initiatives that enhance multi-product adoption, cross-sell, and up-sell performance across key verticals and customer segments.

Strategic Partnership with GTM Leadership

• Serve as a trusted advisor to senior Sales and GTM executives, helping shape business priorities, resource allocation, and performance strategy across the Account Management organization.
• Partner with Operations, Marketing, and Product to ensure that GTM plans are integrated, data-driven, and aligned with company-wide revenue objectives.
• Provide thought leadership and executive-ready insights on customer lifecycle trends, growth opportunities, and strategic bets for the Account Management function.

Global Programs and Process Optimization

• Design and lead global, cross-functional programs that improve the efficiency, consistency, and scalability of Account Management operations.
• Collaborate with Analytics and RevOps to establish key performance indicators (KPIs), build visibility into health metrics, and conduct post-initiative impact analysis.
• Develop best practices, playbooks, and process frameworks that enable regional teams to execute against shared global goals.

AI and Data-Driven Growth Acceleration

• Partner with tooling teams to identify and deploy AI and automation solutions that empower Account Managers to deliver proactive, personalized, and efficient customer engagement.
• Leverage predictive analytics to surface expansion opportunities, forecast customer health, and inform portfolio prioritization.

Customer Lifecycle and GTM Alignment

• Partner closely with Marketing, Product, and Customer Success to ensure a seamless and consistent customer experience across all lifecycle stages.
• Drive alignment between Account Management, Sales, and Marketing to enable a unified GTM strategy that enhances both customer outcomes and business performance.

You Have:

• 12+ years of experience in GTM Strategy, Sales Strategy, Account Management Strategy, or Management Consulting, ideally within SaaS, FinTech, or high-growth technology environments.
• Proven track record of leading global, cross-functional strategic initiatives that drive revenue growth, retention, and expansion.
• Strong understanding of Account Management models, customer segmentation, lifecycle analytics, and commercial planning.
• Demonstrated ability to partner with and influence senior executives and align diverse stakeholders around strategic priorities.
• Exceptional problem-solving and analytical skills; able to translate complex data into actionable insights and executive recommendations.
• Expertise in CRM systems (e.g., Salesforce), GTM analytics tools, and familiarity with emerging AI and automation technologies.
• Comfortable navigating ambiguity, driving clarity, and executing in a fast-paced, dynamic environment.
• A strategic operator with strong executional discipline and a passion for helping customers grow and thrive with Square.

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. Block is an equal opportunity employer evaluating all 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 believe 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 what we're doing to build a workplace that is fair and square? Check out our I+D page.