Senior Technical Account Manager

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