Senior Technical Account Manager
What you'll need to apply
Fields this application requires
Company-specific questions
- Have you ever been employed full-time at Block or its subsidiaries?
- Have you ever provided any contract work for Block, Inc. or any of its subsidiaries or affiliates (whether in the U.S. or internationally)?
- By clicking “accept,” you agree that any disputes related to your application, including those related to Block’s selection process, hiring decision, and your background check, shall be submitted to binding arbitration with the Judicial Arbitration and Mediation Services, Inc. (JAMS) on an individual basis only in San Francisco, before a single arbitrator according to the applicable JAMS Rules then in effect, with Block bearing all costs unique to arbitration. To the extent permitted by law, you and Block each waive the right to initiate or participate in any class, collective, or representative action against the other in any forum (including court and arbitration). If any provision of this agreement is deemed unenforceable, the remainder shall remain in effect, except that, notwithstanding the above, under no circumstances shall class or collective, or representative proceedings be permitted in arbitration.
- I certify that all of the information I have provided is correct and complete and realize that falsification or misrepresentation, including omission, on this or any other personnel record, or in the hiring process, may be grounds for refusal of employment, or if hired, may lead to disciplinary action, up to and including termination. By signing this Electronic Signature Acknowledgment Online Form, I agree that my electronic signature is the legally binding equivalent to my handwritten signature. Whenever I execute an electronic signature, it has the same validity and meaning as my handwritten signature. I will not, at any time in the future, repudiate the meaning of my electronic signature or claim that my electronic signature is not legally binding. Please sign by typing your Full Legal First, Middle Initial, and Last Name.
- What is your Legal First Name?
- What is your Legal Last Name?
- How we interview: Our hiring process prioritizes authenticity and fairness, and we ask all candidates to adhere to a few key expectations. Acceptable use of AI may differ depending on the role, so we encourage you to confirm with your recruiter what is or isn’t permitted during the process. Recording any part of the interview without consent is prohibited. However, if you need recording as an accommodation, please notify your recruiter before your scheduled interview. During virtual interviews, keep your video on to foster meaningful engagement; if you require accommodations, please inform our team in advance. Lastly, maintain confidentiality by refraining from sharing any proprietary or trade secret information from previous employers or other sources throughout the interview process.
- With your permission, we may use AI transcription software to transcribe and summarize your interview to help us capture accurate notes. Participation is entirely voluntary, and your decision will not affect the outcome of your application. You can withdraw consent at any time. Do you consent to us using AI to transcribe and summarize your interview?
About this role
Employer-provided description, formatted for easier reading.
Afterpay is transforming the way people shop and pay, giving consumers greater flexibility and control over their finances while helping merchants connect with customers and grow their businesses. Founded in Australia in 2014, Afterpay has grown into a globally recognized leader in Buy Now, Pay Later (BNPL), empowering millions of consumers to shop with confidence through a simple, transparent payment experience.
As part of Block’s global ecosystem, Afterpay works alongside Cash App, Square, and other financial products to make commerce and financial services more accessible. Together, we're building innovative solutions that connect consumers and businesses, creating more opportunities for people to participate in the economy.
The Role
Block is looking for a Senior Technical Account Manager to support our Afterpay and Cash App merchants across Australia. This team keeps merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes.
You will serve as a trusted technical partner to our largest merchants, sitting at the intersection of product, engineering, solutions engineering, GTM, and merchant success. You will combine deep product and technical expertise with commercial acumen to proactively enable merchants - not just resolve issues - ensuring they are healthy, growing, and fully leveraging Afterpay and Cash App Pay capabilities.
This is a hands-on technical role. You will use HTML, CSS, and JavaScript to analyze and creatively solve integration issues on merchant websites and in-store terminals, while partnering cross-functionally to support feature and product adoption at scale. You will translate merchant business needs into technical solutions that deliver measurable commercial outcomes.
In this role, you will report to Block's Global Technical Account Management Lead.
You Will
- 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
Qualifications
We know that no single candidate will meet every qualification listed below. If this role excites you and you see yourself in most of these, we encourage you to apply.
- 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
Application Guidelines
Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us here with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people.
Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time.
TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services.
Together, we’re helping build a financial system that is open to everyone.
Privacy Policy