Head of Technical Account Management, EMEA

The shape of it

In the posting’s own words

Technical Account Management, Support and Services (TAMSS) supports Stripe’s largest, fastest-growing, and most strategically important users through our paid support offerings.

What it asks for · 6

• 15+ years of experience in technical account management, solutions architecture, customer success, or related user-facing technical functions, including 6+ years managing people and experience managing managers.
• A track record of leading substantial, distributed organizations through multiple organizational layers, developing managers, and retaining strong management and technical talent.
• Experience setting multi-year strategy and translating it into organizational plans, investment decisions, and measurable user and business outcomes.
• Experience building trusted relationships with executive business and technical leaders at large and strategically important users.
• Strong technical and commercial judgment, including the ability to understand complex integrations, assess user and service-delivery risks, and work effectively with Product and Engineering leaders.
• Demonstrated success aligning senior leaders with different priorities around a shared strategy.

Also a plus

• Experience with P&L management, budget ownership, or operating in a General Manager (GM) capacity for a regional services organization.
• Experience leading a technical services organization across multiple EMEA markets.
• Experience growing and delivering paid technical services, support plans, or another recurring services offering.
• Experience in financial technology, payments, Software as a Service, or API-based products.
• Experience supporting global enterprises or platforms with complex technical and operational environments.

What the job covers

• Set and execute the multi-year strategy and operating model for EMEA TAMSS.
• Lead and scale a substantial, distributed EMEA Technical Account Management organization, developing a strong management layer across multiple markets, user segments, and technical domains.
• Own regional outcomes across paid support growth, service delivery, strategic-user health, technical impact, and organizational performance.
• Determine the regional organization and coverage model, including leadership structure, market coverage, capacity allocation, and investment priorities.
• Partner with senior leaders across Sales, Customer Success, Product, Engineering, Support, Professional Services, and Solutions Architecture to deliver coordinated outcomes for users.
• Work with go-to-market leaders on paid support adoption, renewals, account strategy, staffing, and the sustainable growth of Stripe’s services business.
• Build trusted relationships with executive technical and business leaders at Stripe’s largest users, serving as a senior escalation point when needed.
• Provide executive oversight for high-impact user escalations and critical support incidents, ensuring clear ownership, rapid coordination, timely communication, and effective resolution, translating learnings into support experience improvements.
• Use user feedback, commercial insights, and operational data to identify risks, improve performance, and inform investment decisions.
• Turn patterns from complex user engagements into improvements to Stripe’s products, services, and operating models.
• Hire and develop managers, set clear expectations, and build a strong succession pipeline for critical leadership roles.
• Represent EMEA in global TAMSS planning and develop approaches that can be adopted across other regions.

Tools and skills named

Words the posting leans on

• technical17×
• user16×
• services13×
• support12×
• experience10×
• emea8×
• management7×
• leaders6×
• organization6×
• product6×
• business5×
• complex5×
• managers5×
• markets5×
• regional5×
• tamss5×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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