Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

Block is looking for a lead for our global Technical Account Management (TAM) team supporting Cash App Pay, Afterpay, and Clearpay merchants. This team keeps merchants healthy and growing through post-sales technical partnership that protects performance, surfaces opportunity, and drives commercial outcomes.

You will lead a distributed team of Technical Account Managers across the US, UK, and Australia who serve as trusted technical partners to our largest merchants. Your team sits at the intersection of product, engineering, solutions engineering, GTM, and merchant success, combining deep product and technical expertise with commercial acumen to drive merchant growth and retention.

This is a hands-on leadership role. You'll contribute directly to strategic accounts while leading the team. You will set the vision and strategy for the TAM function globally, define how the team measures success, build strong cross-functional partnerships with Sales, Account Management, Solutions Engineering, Product, and Engineering, and develop an effective, collaborative team that operates with autonomy and accountability.

You Will

• Define and execute the global TAM strategy, aligning team priorities to Cash App Pay, Afterpay, and Clearpay's commercial objectives
• Evolve the team from reactive support toward proactive merchant enablement, building repeatable routines that protect merchant performance and unlock growth
• Establish clear goals, KPIs, and performance measurement frameworks that connect technical account management work to commercial outcomes
• Lead, coach, and develop a globally distributed team of Technical Account Managers across the US, UK, and Australia
• Foster global alignment while respecting regional autonomy, standardizing strategy and operating principles while allowing regions to execute based on local market context
• Serve as the escalation point for critical merchant issues, incidents, and strategic accounts
• Partner with Product and Engineering to represent the merchant voice, frame feature requests with commercial impact, and influence the product roadmap
• Build and maintain strong partnerships with Account Management/Relationship Management, Sales, Solutions Engineering, Product, and Engineering teams
• Represent the TAM function in cross-functional planning with GTM, Product, and Engineering leadership, making sure the team has a seat at the table for strategic decisions
• Partner with Solutions Engineering to identify and execute post-sales growth opportunities, ensuring a seamless handoff from pre-sales into ongoing merchant enablement and expansion
• Collaborate with GTM and Solutions Engineering leadership to define rules of engagement, clarify post-sales ownership boundaries, and align on shared success metrics
• Own the tooling and systems strategy for the team, making sure the right systems are in place for merchant support and performance visibility
• Build a regular operating rhythm with reporting on team performance, merchant health, and commercial contribution
• Find and implement opportunities to use AI and automation to improve team efficiency and merchant outcomes

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.

• • Significant experience in technical account management, solutions engineering, customer success, or technical program management within payments, fintech, e-commerce, or SaaS
  • Experience leading and managing people, including distributed or global teams
  • A track record of building and scaling technical post-sales functions - including close collaboration with Solutions Engineering and pre-sales teams - that drive measurable commercial outcomes
  • Technical fluency across payments infrastructure, APIs, integrations, and e-commerce platforms. You're comfortable engaging with both merchants and engineering teams.
  • Experience defining team strategy, setting KPIs, and building performance measurement in environments where success is not easily quantified by ticket volume alone
  • Ability to build cross-functional partnerships with GTM, Product, and Engineering at leadership levels
  • Experience working across multiple regions and navigating the complexity of global markets with different products, regulations, and merchant needs
  • Experience managing through organizational change - building team culture, refining operating models, and creating clarity in ambiguous environments
  • Strong communication skills. You can represent your team's work and impact to leadership, articulate strategy clearly, and advocate for resources and investment.
  • Direct experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring is a plus
  • Background in incident management and merchant-facing escalation processes is a plus

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.