[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.ResponsibilitiesIdentify 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 outcomesProvide education to merchants, partners, and internal teams on Cash App Pay and Afterpay features, and deliver quarterly technical reviews connecting integration health to commercial performancePartner with Solutions Engineering to ensure seamless pre-sales to post-sales handoffs and collaborate on expansion opportunitiesWork cross-functionally with Account Management, Sales, Solutions Engineering, Product, and Engineering to provide technical and operational solutions that improve the merchant experiencePartner with Product and Engineering to represent the merchant voice and frame feature requests with commercial impactProactively manage new product life cycles in conjunction with Product and Engineering teams to facilitate merchant adoptionLead integration health monitoring - conduct regular health checks using defined KPIs, perform root-cause analysis, implement preventative measures, and promote standardization across merchant implementationsLeverage HTML, CSS, and JavaScript to assess and creatively solve integration issues on merchant websites and in-store terminalsMaintain comprehensive integration documentation following established templatesOperate within and contribute to the team's established operating rhythm, including regular merchant health reporting, portfolio reviews, and performance measurement against defined KPIsDocument challenges and blockers encountered to share learnings with other Technical Account Managers in stand-ups and status check-in callsParticipate in on-call incident response rotation with SLA adherence, contributing to end-to-end incident management including RCA delivery and senior leadership communicationLeverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio managementSkillsSenior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commercePrior hands-on technical experience in Solutions Engineering, Partner Engineering, Technical Consulting, or software developmentExperience managing and growing enterprise accounts, including identifying expansion opportunities and driving commercial outcomesSolid understanding of payments infrastructure, APIs, integrations, and e-commerce platforms, with the ability to explain technical concepts clearly to both technical and non-technical audiencesProficiency in JavaScript, HTML, and CSS; comfortable assessing and debugging integration issues across e-commerce and POS platformsSQL and the ability to leverage it for data analysis and troubleshootingExperience with monitoring tools (Datadog, SumoLogic) for proactive issue detection and portfolio health oversightFamiliarity with platform management processes: environments, testing, release management, and deploymentsStrong commercial acumen and ability to balance client advocacy with company objectivesExperience engaging with C-suite and VP-level stakeholders, translating technical insights into business-relevant recommendationsStrong written and verbal communication skills for engaging stakeholders at all levelsPractical, hands-on experience using AI tools in a professional context with the ability to critically evaluate AI-generated outputsDirect experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring is a plusBackground in incident management is a plusBenefitsRemote workMedical insuranceFlexible time offRetirement savings plansModern family planningCompany OverviewIt all started with an idea at Block in 2013. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://cash.app.