Senior Technical Account Manager, Cash App Pay & Afterpay

About the role

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 partnerships that protect performance, surface opportunity, and drive commercial outcomes.

Responsibilities

• Identify and act on post-sales growth opportunities within your merchant portfolio, partnering with Account Management to grow Gross Payment Volume (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 Key Performance Indicators (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 Service Level Agreement (SLA) adherence, contributing to end-to-end incident management including Root Cause Analysis (RCA) delivery and senior leadership communication
• Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management

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

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

Background in incident management is a plus