Senior Technical Account Manager, Cash App Pay & Afterpay
Serve as a trusted technical partner to Cash App Pay and Afterpay's largest merchants, driving post-sales growth, resolving integration issues with HTML/CSS/JS, and ensuring feature adoption. Requires senior experience in fintech/payments account management plus hands-on technical skills.
About the job
Responsibilities
- Identify and act on post-sales growth opportunities within merchant portfolio, partnering with Account Management to grow GPV and feature adoption
- Provide education to merchants, partners, and internal teams on Cash App Pay and Afterpay features; 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
- 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 team's established operating rhythm, including regular merchant health reporting, portfolio reviews, and performance measurement against defined KPIs
- Document challenges and blockers to share learnings with other Technical Account Managers
- Participate in on-call incident response rotation with SLA adherence, including RCA delivery and senior leadership communication
- Leverage AI and automation tools to improve efficiency in merchant analysis, issue detection, documentation, and portfolio management
Requirements
- 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
- Proficiency in JavaScript, HTML, and CSS; comfortable assessing and debugging integration issues across e-commerce and POS platforms
- SQL and 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
- Practical, hands-on experience using AI tools in a professional context
Nice-to-Haves
- Direct experience with buy-now-pay-later (BNPL), payment processing, or merchant acquiring
- Background in incident management
Skills
JavaScript, HTML, CSS, SQL, Datadog, Sumologic, Payments Apis, E-Commerce Platforms, Incident Management, AI Tools
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