Senior Technical Account Manager, Cash App Pay & Afterpay

About the role

You will own the technical and commercial health of Cash App Pay and Afterpay merchant relationships across North America as a hands-on Senior Technical Account Manager. This role requires you to act as a trusted technical partner at the intersection of product, engineering, solutions engineering, GTM, and merchant success. You will use your deep product and technical expertise to proactively enable merchants rather than only reacting to issues, ensuring they grow and fully leverage the ecosystem. A core part of this position involves translating complex integration challenges into clear business outcomes that drive Gross Platform Volume (GPV) and feature adoption. You will leverage HTML, CSS, and JavaScript to analyze and creatively solve integration issues directly on merchant websites and in-store terminals. In addition, you will represent the merchant voice internally to shape feature requests and ensure commercial impact is clearly articulated. You will also partner cross-functionally to ensure seamless handoffs from pre-sales through post-sales support. Ultimately, this role will require you to drive measurable commercial outcomes while maintaining rigorous integration health standards across a large and growing portfolio.

Key facts

What you'll do

Proactively identify and act on post-sales growth opportunities within your assigned merchant portfolio, collaborating closely with Account Management to drive GPV and feature adoption.

Deliver structured quarterly technical reviews for key merchants, connecting integration health metrics to commercial performance and outlining clear optimization plans.

Partner with Solutions Engineering to ensure smooth transitions from pre-sales discussions to post-sales execution and to identify expansion opportunities.

Work cross-functionally with Account Management, Sales, Solutions Engineering, Product, and Engineering to resolve technical and operational challenges that improve the merchant experience.

Represent the merchant voice within product and engineering teams, framing feature requests with clear commercial impact and prioritization rationale.

Proactively manage new product life cycles in coordination with Product and Engineering teams to enable smooth merchant adoption and reduce friction.

Lead integration health monitoring for your portfolio, conducting regular health checks, performing root-cause analysis, and implementing preventative measures.

Use HTML, CSS, and JavaScript to assess and creatively solve integration issues on merchant websites and in-store point-of-sale terminals.

Maintain comprehensive integration documentation following established templates to ensure clarity, consistency, and knowledge transfer.

Operate within and contribute to the team's established operating rhythm, including regular merchant health reporting, portfolio reviews, and KPI performance tracking.

Document challenges and blockers encountered during engagements to share learnings with other Technical Account Managers during stand-ups and status check-in calls.

Participate in on-call incident response rotation with strict SLA adherence, contributing to end-to-end incident management, root cause analysis delivery, and senior leadership communication.

Leverage AI and automation tools strategically to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management.

Champion best practices and standardization across merchant implementations to promote scalability and reduce technical debt.

Collaborate with Customer Success and Sales teams to identify risks and opportunities within the merchant base, ensuring timely interventions.

Support the development of internal playbooks and training materials to elevate the technical capabilities of the broader organization.

Requirements

Demonstrated senior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commerce environments.

Possess prior hands-on technical experience in software integrations, APIs, and web technologies to assess and troubleshoot implementation issues.

Show a strong ability to translate complex technical concepts into clear business language for executive and non-technical stakeholders.

Have a proven track record of working effectively in a distributed, asynchronous team environment across multiple time zones.

Exhibit strong ownership and accountability for commercial outcomes, with comfort managing ambiguity and competing priorities in a fast-paced setting.

Bring excellent written and verbal communication skills to collaborate with cross-functional teams and external partners.

Show capability to manage multiple priorities and competing deadlines while maintaining attention to detail and high-quality output.

Commit to learning and working with Block's products, including Cash App Pay and Afterpay, and adhering to strict security and compliance standards.

Be willing to travel domestically for customer visits, industry events, or team meetings as required, with potential for up to 25% travel.

Nice to have

Experience with payment processors, tokenization, and secure transaction flows.

Familiarity with responsive web design, debugging front-end issues, and browser developer tools.

Background in retail or point-of-sale environments, including interaction with payment terminals.

Experience working with AI and automation tools to enhance productivity in technical or analytical workflows.

Knowledge of analytics platforms and data-driven decision-making to support merchant outcomes.

Practical notes

This role operates under full-time employment guidelines and may require domestic travel estimated at up to 25%.

Candidates must be eligible to work in the United States without sponsorship for this position.

Visa sponsorship is not available for this role at this time.

The schedule aligns with standard working hours, with additional on-call responsibilities as needed for incident response.