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

About the role

Block is seeking a Lead Technical Account Manager (TAM) to lead the global TAM team supporting Cash App Pay, Afterpay, and Clearpay merchants. This role requires significant experience in technical account management, solutions engineering, customer success, or technical program management within payments, fintech, e-commerce, or SaaS.

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

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

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