Automattic
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Remote
Technical Account Manager Full Time NEW
About This Opportunity
Pressable is hiring a Senior Technical Account Manager (TAM) to manage post-sales technical relationships for a portfolio of managed WordPress hosting customers.
*Pressable is a managed WordPress hosting platform within Automattic*
This is a post-sales, retention-focused technical role.
You are responsible for ensuring customers who are already live on Pressable are successful long-term- covering onboarding, performance optimization, escalation management, and account growth.
You will also help standardize and scale the TAM function, turning individual practices into repeatable playbooks for the broader team.
Company: Automattic
Accepting Applicants From: Remote from Anywhere
View the full job description and apply directly with Automattic
*Please apply if you genuinely think you meet the requirements.*
What You Will Do
- Account Ownership & Customer Success
Own a named portfolio of post-sale enterprise accounts
Lead onboarding from go-live using handoff documentation from Solutions Engineers
Conduct structured QBRs (Business Reviews) on a regular cadence
Track platform health, performance, and customer success metrics
Maintain long-term customer relationships as primary technical contact - Technical Escalation & Platform Health
Act as escalation point for complex technical issues
Coordinate with Support and Engineering to resolve root causes
Proactively monitor site performance, uptime, and error signals
Improve WordPress performance (caching, CDN, PHP workers, etc.)
Prevent issues before they become incidents or churn risks - Growth & Retention
Identify expansion opportunities within existing accounts
Support Sales on renewals and account growth discussions
Improve retention and Net Revenue Retention (NRR) outcomes
Build trust that leads to customer advocacy - Systems, Documentation & Enablement
Maintain structured account documentation (P2, Linear, internal systems)
Build a reusable knowledge base for support and future TAMs
Document escalations, resolutions, and account context
Help define standardized TAM playbooks and engagement models
Improve internal workflows and cross-team handoffs - AI-Driven Operations
Use AI tools for log analysis, reporting, escalation summaries, and QBR preparation
Help define how AI can be used to scale TAM operations
Automate repetitive reporting and monitoring tasks where possible
Promote AI-assisted workflows across the team
Requirements
- 2+ years in Technical Account Management, Customer Success Engineering, or similar post-sales technical role
- Deep experience managing enterprise or agency customer portfolios
- Strong hands-on WordPress expertise (core, DB, troubleshooting required)
- Strong understanding of hosting infrastructure and server-side performance
- Experience with escalation management and root-cause analysis
- Experience conducting QBRs and structured account reviews
- Familiarity with performance tools (GTMetrix, Lighthouse, PageSpeed Insights, WP-CLI, etc.)
- Ability to manage multiple accounts in parallel without loss of quality
- Strong written and verbal communication skills
- Experience working cross-functionally with Support, Sales, and Engineering
- Nice to have
Experience in managed WordPress hosting environments
Experience transitioning reactive support into proactive customer success models
Strong automation mindset (AI, scripting, or workflow optimization)
Key Success Metrics
- Net Revenue Retention (NRR) across managed accounts
- Customer health scores improving over time
- QBRs completed consistently and effectively
- Reduction in repeat escalations (root-cause resolution focus)
- Increased expansion revenue from existing accounts
- Reduction in support load through proactive intervention
- Adoption of AI-assisted workflows in TAM operations
What You Get
- $80,000 – $130,000
- Remote (global), fully distributed team
