[Remote] Senior Technical Account Manager, Cash App Pay & Afterpay

Note: The job is a remote job and is open to candidates in USA. Cash App, a product of Block, is seeking a Senior Technical Account Manager to support its Cash App Pay and Afterpay merchants across North America. This role involves acting as a trusted technical partner to merchants, ensuring their growth and integration health while collaborating with cross-functional teams.

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

Skills

• 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

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning

Company Overview