SMB Relationship Manager

  • Auckland, AUK, New Zealand
  • Full-time
  • Alternate Location: Sydney, Australia

Company Description

At Afterpay, our mission is to power an economy in which everyone can win. We empower customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. We do this by connecting more than 122,000 retailers across the globe with over 19 million active customers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing. And as a part of Block, Inc., (NYSE: SQ), we’re united by our shared purpose of economic empowerment. Ready to shape an economy in which everyone wins?

Job Description

As one of Afterpay's SMB Relationship Managers, you will help drive Afterpay’s continual growth by nurturing and expanding our key strategic SMB merchants across a defined portfolio both online and instore. You will own the growth and development of your portfolio and identify opportunities and establish best practices that scale across the wider business.
We’re looking for an experienced Relationship Manager to cover a portfolio of Premium SMB merchants who proactively seeks creative ways to expand their portfolio. This primarily phone based position will play a key role in crafting and delivering our client engagement model to Afterpay’s Premium and high-performing SMB accounts across New Zealand. 
Lastly, and most importantly, we want you to be passionate about Afterpay and what we stand for for both our merchants and customers. Travel required from time to time, as well as event and conference attendance outside of business hours.


We are much more than our job descriptions - we are our energy, our ideas, our everyday drive. Here’s where you will begin…

  • Grow and develop long term profitable partnerships that deliver for our Merchants, our Customers and Afterpay. From topline growth, right through to the unit economics you’ll focus on building a sustainable profitable business

  • Drive enhanced merchant engagement and GMV growth potential through actively encouraging and supporting merchants to participate in key AP marketing initiatives (Afterpay Day), core SMB campaign activity (eg Support Small) and any bespoke activity with a direct ROI target;

  • Manage a complex portfolio and lead the development and analysis of overall portfolio and its performance

  • Deliver a proactive customer growth strategy to drive merchant usage, satisfaction, and revenue growth across our current contracts and new expansion opportunities

  • Establish clear marketing best practices, optimization strategies and expansion plans with our partners and monitor performance

  • Identify merchant expansion opportunities across your portfolio including omni channel expansion, cross border trade, global market expansion and assess the relevancy of any other new Afterpay product initiatives as they launch;

  • Ensure technical support queries are promptly resolved either directly or facilitating via Merchant Services support. 

Additional Information

Like us, you’ll be obsessed with our product. You’ll get a kick out of seeing and feeling the impact of your work as more and more people gain financial freedom and retailers grow across the globe.

  • Merchant focused – Afterpay is obsessed with our customers and our merchants. You will be the person who articulates our SMB partner needs, solves problems and identifies opportunities for development and growth

  • Commercial and Business Acumen – you understand how businesses work and what are the drivers of growth. You are focused on building mutually beneficial relationships with our SMB partners and can comfortably articulate on topics as varied as payment processing unit economics to marketing plans performance and retail margins

  • Strong Communication and Interpersonal skills - You are a team player and someone who develops strong internal and external relationships based on integrity and trust. You have the ability to articulate a strategic vision for our partnerships and the tactical experience to make it real.

  • Analytical and Problem-Solving abilities - You will be working with technical, reporting and product solutions. You are someone who takes responsibility for your own personal development and growth and have a passion for learning.

  • Make it Happen – You are results focused and self-motivated. When challenges arise, you own them, work across multi-functional teams and leverage the experience of your colleagues and work to develop a solution


  • Experience working in an e-commerce, payments and/or retail verticals is preferred

  • Experience of working in a hyper growth tech environment is an advantage

  • 3+ years experience in relationship management/client success or business development 

  • Knowledge of the New Zealand market an advantage

  • You are passionate about sales and driving growth

  • Strong pipeline and opportunity experience 

  • Have a positive, self-driven team mentality and a strong desire to learn

  • Excellent written and verbal communication skills essential for success

  • Ability to multitask, prioritize and manage time effectively

  • Ability to build extraordinary customer relationships

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.