Senior Technical Account Manager

Block

Sydney

Remote

AUD 140,000 - 200,000

Full time

3 days ago

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Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning

Job summary

Block, Inc. is seeking a Senior Technical Account Manager to support Afterpay and Cash App merchants across Australia.

You’ll serve as a trusted technical partner, combining product and technical expertise with commercial acumen to enable merchants to grow and fully leverage Afterpay and Cash App Pay capabilities. You will work hands-on using HTML, CSS, and JavaScript to analyze integration issues, collaborate with cross-functional teams, and deliver measurable commercial outcomes while

Qualifications

Senior-level experience in account management, customer success, or a client-facing technical role within payments, fintech, or e-commerce.
Proven ability to manage and grow enterprise accounts with expansion opportunities and commercial outcomes.
Strong understanding of payments infrastructure and APIs; able to explain complex concepts to diverse audiences.

Responsibilities

Identify post-sales growth opportunities within merchant portfolio and drive feature adoption.
Educate merchants and internal teams on Cash App Pay and Afterpay features; deliver technical reviews.
Collaborate with Solutions Engineering to ensure smooth pre- to post-sales handoffs and expansion opportunities.
Work cross-functionally with Product, Engineering, and Sales to provide technical and operational solutions for merchants.
Lead integration health monitoring and root-cause analysis to improve merchant performance.
Document challenges and blockers; share learnings in stand-ups and reviews.
Participate in on-call incident response with SLA adherence; assist with RCA and leadership communications.

Skills

Account management

Customer success

Technical client-facing role

Payments / fintech / e-commerce

JavaScript / HTML / CSS

SQL

Monitoring tools

Stakeholder management

AI tools

Tools

Datadog

Sumo Logic

Job description

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

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.