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

About the role

Block is seeking a lead for its global Technical Account Management (TAM) team supporting Cash App Pay, Afterpay, and Clearpay merchants. This role involves keeping merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes.

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
• 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
• 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

Qualifications

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

Skills

• Strategic thinking and problem-solving
• Excellent communication and interpersonal skills
• Leadership and coaching abilities
• Collaborative and cross-functional teamwork
• Ability to work in a fast-paced, dynamic environment

Benefits

Block offers competitive compensation, comprehensive benefits, and a supportive work environment. Specific details are provided in the job description.

Pay

Starting pay range varies based on location and experience, ranging from $207,900 to $285,900 USD per year.

Schedule

The role is remote-friendly and flexible.