Global Technical Account Management Lead, Cash App Pay, Afterpay & Clearpay

Block•New York, NY

2d•$207,900 - $285,900•Remote

About The Position

Block is looking for a lead for our global Technical Account Management (TAM) team supporting Cash App Pay, Afterpay, and Clearpay merchants. This team keeps merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes. You will lead a distributed team of Technical Account Managers across the US, UK, and Australia who serve as trusted technical partners to our largest merchants. Your team sits at the intersection of product, engineering, solutions engineering, GTM, and merchant success, combining deep product and technical expertise with commercial acumen to drive merchant growth and retention. This is a hands-on leadership role. You'll contribute directly to strategic accounts while leading the team. You will set the vision and strategy for the TAM function globally, define how the team measures success, build strong cross-functional partnerships with Sales, Account Management, Solutions Engineering, Product, and Engineering, and develop an effective, collaborative team that operates with autonomy and accountability.

Requirements

Significant experience in technical account management, solutions engineering, customer success, or technical program management within payments, fintech, e-commerce, or SaaS
Experience leading and managing people, including distributed or global teams
A track record of building and scaling technical post-sales functions - including close collaboration with Solutions Engineering and pre-sales teams - that drive measurable commercial outcomes
Technical fluency across payments infrastructure, APIs, integrations, and e-commerce platforms. You're comfortable engaging with both merchants and engineering teams.
Experience defining team strategy, setting KPIs, and building performance measurement in environments where success is not easily quantified by ticket volume alone
Ability to build cross-functional partnerships with GTM, Product, and Engineering at leadership levels
Experience working across multiple regions and navigating the complexity of global markets with different products, regulations, and merchant needs
Experience managing through organizational change - building team culture, refining operating models, and creating clarity in ambiguous environments
Strong communication skills. You can represent your team's work and impact to leadership, articulate strategy clearly, and advocate for resources and investment.

Nice To Haves

Direct experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring is a plus
Background in incident management and merchant-facing escalation processes is a plus

Responsibilities

Define and execute the global TAM strategy, aligning team priorities to Cash App Pay, Afterpay, and Clearpay's commercial objectives
Evolve the team from reactive support toward proactive merchant enablement, building repeatable routines that protect merchant performance and unlock growth
Establish clear goals, KPIs, and performance measurement frameworks that connect technical account management work to commercial outcomes
Lead, coach, and develop a globally distributed team of Technical Account Managers across the US, UK, and Australia
Foster global alignment while respecting regional autonomy, standardizing strategy and operating principles while allowing regions to execute based on local market context
Serve as the escalation point for critical merchant issues, incidents, and strategic accounts
Partner with Product and Engineering to represent the merchant voice, frame feature requests with commercial impact, and influence the product roadmap
Build and maintain strong partnerships with Account Management/Relationship Management, Sales, Solutions Engineering, Product, and Engineering teams
Represent the TAM function in cross-functional planning with GTM, Product, and Engineering leadership, making sure the team has a seat at the table for strategic decisions
Partner with Solutions Engineering to identify and execute post-sales growth opportunities, ensuring a seamless handoff from pre-sales into ongoing merchant enablement and expansion
Collaborate with GTM and Solutions Engineering leadership to define rules of engagement, clarify post-sales ownership boundaries, and align on shared success metrics
Own the tooling and systems strategy for the team, making sure the right systems are in place for merchant support and performance visibility
Build a regular operating rhythm with reporting on team performance, merchant health, and commercial contribution
Find and implement opportunities to use AI and automation to improve team efficiency and merchant outcomes