Senior Technical Account Manager, Cash App Pay & Afterpay

Block•Bay Area, CA, United States of America, CA

3d•$113,600 - $195,300•Remote

About The Position

Block is looking for a Senior Technical Account Manager to support our Cash App Pay and Afterpay merchants across North America. This team keeps merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes. You will serve as a trusted technical partner to our largest merchants, sitting at the intersection of product, engineering, solutions engineering, GTM, and merchant success. You will combine deep product and technical expertise with commercial acumen to proactively enable merchants - not just resolve issues - ensuring they are healthy, growing, and fully leveraging Cash App Pay and Afterpay capabilities. This is a hands-on technical role. You will use HTML, CSS, and JavaScript to analyze and creatively solve integration issues on merchant websites and in-store terminals, while partnering cross-functionally to support feature and product adoption at scale. You will translate merchant business needs into technical solutions that deliver measurable commercial outcomes. In this role, you will report to Block's Global Technical Account Management Lead.

Requirements

Senior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commerce
Prior hands-on technical experience in Solutions Engineering, Partner Engineering, Technical Consulting, or software development
Experience managing and growing enterprise accounts, including identifying expansion opportunities and driving commercial outcomes
Solid understanding of payments infrastructure, APIs, integrations, and e-commerce platforms, with the ability to explain technical concepts clearly to both technical and non-technical audiences
Proficiency in JavaScript, HTML, and CSS; comfortable assessing and debugging integration issues across e-commerce and POS platforms
SQL and the ability to leverage it for data analysis and troubleshooting
Experience with monitoring tools (Datadog, SumoLogic) for proactive issue detection and portfolio health oversight
Familiarity with platform management processes: environments, testing, release management, and deployments
Strong commercial acumen and ability to balance client advocacy with company objectives
Experience engaging with C-suite and VP-level stakeholders, translating technical insights into business-relevant recommendations
Strong written and verbal communication skills for engaging stakeholders at all levels
Practical, hands-on experience using AI tools in a professional context with the ability to critically evaluate AI-generated outputs

Nice To Haves

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

Responsibilities

Identify and act on post-sales growth opportunities within your merchant portfolio, partnering with Account Management to grow GPV and feature adoption to deliver measurable commercial outcomes
Provide education to merchants, partners, and internal teams on Cash App Pay and Afterpay features, and deliver quarterly technical reviews connecting integration health to commercial performance
Partner with Solutions Engineering to ensure seamless pre-sales to post-sales handoffs and collaborate on expansion opportunities
Work cross-functionally with Account Management, Sales, Solutions Engineering, Product, and Engineering to provide technical and operational solutions that improve the merchant experience
Partner with Product and Engineering to represent the merchant voice and frame feature requests with commercial impact
Proactively manage new product life cycles in conjunction with Product and Engineering teams to facilitate merchant adoption
Lead integration health monitoring - conduct regular health checks using defined KPIs, perform root-cause analysis, implement preventative measures, and promote standardization across merchant implementations
Leverage HTML, CSS, and JavaScript to assess and creatively solve integration issues on merchant websites and in-store terminals
Maintain comprehensive integration documentation following established templates
Operate within and contribute to the team's established operating rhythm, including regular merchant health reporting, portfolio reviews, and performance measurement against defined KPIs
Document challenges and blockers encountered to share learnings with other Technical Account Managers in stand-ups and status check-in calls
Participate in on-call incident response rotation with SLA adherence, contributing to end-to-end incident management including RCA delivery and senior leadership communication
Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management