Head of Technical Account Management, EMEA

Job Description

As Head of Technical Account Management for Europe, the Middle East, and Africa (EMEA), you will own the regional direction and performance of Technical Account Management, Support and Services (TAMSS), including teams supporting Stripe's largest direct merchants and platforms.

You will translate Stripe's global priorities into regional plans that reflect EMEA's markets, users, and commercial opportunities. Your remit will include user outcomes, service quality, paid support growth, organizational health, and the effective allocation of TAM capacity.

You will also serve as an executive partner for strategically important users and represent EMEA on the global TAMSS leadership team. Insights from the region will inform how Stripe develops its products, services, and approach to supporting complex users around the world.

Responsibilities

• 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.

Requirements

• 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.

Preferred Qualifications

• 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.