Technical Account Manager

GoCardless Ltd; City of Melbourne; On-site; AUD 84,000 - 126,000; Full time

Benefits offered by this job

Wellbeing support

Medical cover

Work away scheme

Adaptive Working

Parental leave

Learning Budget

Generous holiday allowance

Volunteer days

Job summary

GoCardless Ltd. is seeking a Technical Account Manager for ANZ, joining the Customer Success team to provide expert technical support alongside the commercial relationship.

You will work with CSAMs and merchants from onboarding through optimisation, owning the technical relationship and ensuring successful integration and adoption. The role emphasizes technical reviews, enterprise-scale problem solving, and collaboration with Product and Engineering to drive improvements.

Qualifications

• 3 to 5 years in a technical role with direct customer-facing responsibility.
• Solid working knowledge of REST APIs, webhooks, and JSON.
• Experience supporting merchants through complex technical integrations.
• Strong analytical and troubleshooting skills.

Responsibilities

• Technical relationship management: act as the primary technical contact for a portfolio of sales-led merchants.
• Implementation and onboarding support: assist with onboarding and API/webhook integrations.
• Ongoing technical health: monitor integration health and drive remediation efforts.
• Internal collaboration: align technical and commercial priorities with CSAMs and Product/Engineering.
• Merchant enablement: run technical workshops and produce practical documentation.

Skills

Technical Account Management

REST APIs

Webhooks & JSON

Customer-facing

Analytical troubleshooting

Communication skills

Portfolio management

Sales collaboration

Tools

Salesforce

JIRA

SQL

Looker

Job description

About us

GoCardless, a Mollie company, is a global leader in bank payments. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect, manage and send bank payments through Direct Debit, real-time payments and open banking. With US$130bn+ processed annually across 30+ countries, we handle recurring and one-off payments without the chasing, stress, or expensive fees. Our end-to-end payment platform also features AI-powered solutions to improve payment success and reduce fraud, alongside connections to over 350 platforms businesses use everyday. We are headquartered in the UK, with teams and operations spanning North America, Europe and Asia-Pacific. For more information, please visit www.gocardless.com and follow us on LinkedIn @GoCardless. Mollie is the leading payments and financial services partner for business, rooted in Europe, with global reach.

The role

GoCardless is the leading open banking payments network. We process payments for tens of thousands of businesses globally, from start-ups to household names, and we are growing fast. In ANZ, we work with some of Australia and New Zealand's most ambitious companies, and our Sales-led merchant segment is at the heart of that growth.

We are looking for a Technical Account Manager (TAM) to join our ANZ Customer Success team. This is a new role, created to meet growing demand from Sales-led merchants who need expert technical support alongside their commercial relationship.

You will work closely with our Customer Success Account Managers (CSAMs), serving as their technical counterpart throughout the merchant lifecycle, from integration and go-live to ongoing optimisation and expansion. The CSAMs own the commercial relationship; you own the technical one. Together, you make sure our merchants get the most out of GoCardless.

What you will do:

Technical relationship management

• Serve as the primary technical point of contact for a portfolio of sales-led merchants, building trusted relationships with their engineering, product, and operations teams.
• Understand each merchant's technical environment, how they have integrated GoCardless, what their infrastructure looks like, and where opportunities exist to improve.
• Lead regular technical reviews with merchants, reviewing integration health, payment performance, and presenting upcoming product changes that may affect them.

Implementation and onboarding support

• Work alongside CSAMs to support new merchant onboarding, ensuring integrations are well-architected from the outset, and merchants are set up for long-term success.
• Guide merchants through GoCardless API and webhook integrations, providing hands-on technical consultancy during the build phase.
• Identify and resolve integration issues early, coordinating with internal Engineering and Product teams where needed.
• Act as a trusted technical adviser during merchants’ digital transformations. Billing engine migrations and platform changes create real retention risk — we have lost merchants who wanted to stay with us but made architectural decisions without our input, leaving GoCardless out of their new stack. This TAM should be in the room early for those conversations, helping merchants evaluate how their chosen technologies integrate with GoCardless and ensuring they can get full value from their commitment to the platform.

Ongoing technical health

• Monitor integration health across your merchant portfolio to proactively identify risks, such as declining mandate conversion rates, payment failure patterns, or suboptimal API usage, before they become customer problems.
• Drive technical remediation plans when issues are identified, own the resolution process end-to-end, and keep the CSAM informed throughout.
• Maintain documentation of merchant technical configurations, integration architectures, and known edge cases.

Internal collaboration

• Partner closely with CSAMs to align technical and commercial priorities for each account, contributing to account plans and QBR preparation.
• Act as the merchant's voice in internal conversations with Product and Engineering, translating real-world technical pain points into structured feedback.
• Coordinate with the broader EMEA technical community to share learnings, flag emerging integration patterns, and contribute to internal knowledge bases.
• Partner with Support during incidents and P1 technical issues, contributing your account knowledge and technical expertise to accelerate resolution for the highest value merchants. Proactively enable Support with the context they need, integration specifics, known edge cases, and merchant architecture, so that our highest value merchants receive consistently excellent assistance even when the TAM is not directly involved.

Merchant enablement

• Run technical workshops and training sessions for merchants, helping their teams understand GoCardless capabilities and how to get more from the platform.
• Produce clear, practical documentation and guides tailored to individual merchant environments where standard resources do not cover specific use cases.

What you will bring:

Essential

• 3 to 5 years in a technical role with direct customer-facing responsibility, such as Technical Account Management, Solutions Engineering, Implementation, or Developer Support, at a B2B SaaS or fintech company.
• Solid working knowledge of REST APIs, webhooks, and JSON; confident reading and interpreting API documentation and merchant-side code.
• Experience supporting merchants or customers through complex technical integrations, ideally in a payments, banking, or financial services context.
• Strong analytical and troubleshooting skills, able to isolate root causes across integration layers and communicate findings clearly to both technical and non-technical audiences.
• Excellent written and verbal communication skills; comfortable presenting to senior stakeholders and running external technical discussions.
• Organised and self-directed, with the ability to manage a portfolio of accounts simultaneously and prioritise competing demands.

Desirable

• Familiarity with direct debit, open banking, or recurring payment systems in the ANZ market.
• Experience working with data tools such as SQL, Looker, or equivalent for analysing payment performance.
• Prior exposure to tools such as Salesforce or JIRA in a customer-facing context.
• Understanding of how large merchants operationalise payment systems, particularly subscription billing, mandate management, and payment reconciliation.

What success looks like:

In the first three months, you will have completed onboarding, built a solid understanding of the GoCardless platform and API, and established working relationships with your CSAM counterparts and the merchant portfolio. You will have a clear view of each account's technical health.

By six months, you will be operating independently across your portfolio, running technical reviews, owning remediation plans, and contributing meaningfully to account strategy alongside the CSAMs. Merchants will know you as a trusted technical partner.

At twelve months, you will be a recognised expert on GoCardless integrations in the ANZ market, with measurable impact on integration health, merchant satisfaction, and retention across your accounts. You will be shaping how we scale the TAM function in the region.

Base salary range: 84,000 AUD - 126,000 AUD

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (84,000 - 105,000 AUD) of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

(some of) The good stuff

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - gives you the option to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Parental leave - to suit everyone embarking on life's great adventure
• Learning Budget - lead your own development with an annual learning budget
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Working this way creates the GC magic- the reason we all love showing up to work.

Diversity & Inclusion

As of April 2025, we had 806 employees (GeeCees) globally, with 524 based in the UK, 163 based in Latvia and 119 across our other offices.

To ensure that we're representative of the world around us - and to be able to review relevant benchmarks - we ask GeeCees to voluntarily disclose diversity data. This year, the proportion of GeeCees providing data increased to 88% (up from 79% in 2024). With regards to diversity within GoCardless, we can see GeeCees identifying as:

Asian, Black, Mixed or Other — 25%

Neurodiverse — 9%

LGBTQIA+ — 9%

Disabled — 1%

Average age — 33

Female — 45%

Male — 55%

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

If you want to learn more, you can read about our Employee Resource Groups and objectives here

Sustainability

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. Check out our sustainability action plan here.

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.