Lead, Technical Account Management (SMB Merchants)

Role overview Lead a team of technical account managers responsible for the post-sale technical success of small and midsize business merchants. Guide merchants from initial integration through product expansion, helping them meet business goals through sound technical solutions and product optimization.

Responsibilities - Coach and develop experienced technical account managers, setting expectations and assessing new hires’ technical skills. - Partner with client success colleagues to improve launch timelines and help merchants make effective use of products after launch. - Set team goals and OKRs, monitor progress, and create action plans when results are off track. - Forecast staffing needs and recruit as the team’s workload grows. - Advise on integrations, troubleshooting, and optimization; handle escalations and serve as a technical resource for merchants. - Represent merchant priorities across engineering, product, operations, and support teams.

Requirements - At least five years in a customer-facing business-to-business technical role and three years managing people. - Strong grounding in web development and REST APIs, gained through a computer science degree or professional engineering experience. - Ability to build trusted relationships with engineering customers and communicate clearly with internal and external stakeholders.

Nice to have - Experience supporting e-commerce or in-store retailers.

Benefits and work setup - Remote role for candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. - Annual base pay range: CAD $133,000–$183,000. Total compensation may include equity, health and wellness stipends, and benefits; medical, dental, and vision premiums are covered for employees and dependents.