Automattic Careers - Technical Account Manager, Pressable
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Requirements
• Managing a named book of post-sale accounts as a Technical Account Manager, Customer Success Engineer, or similar. You know what it means to own a relationship, not just a ticket queue. • Conducting regular business reviews and account planning sessions with mid-market or agency customers. • Proactively monitoring and improving customer health using tools like GTMetrix, Lighthouse, Google PageSpeed Insights, WP-CLI, and wp-doctor. • Owning complex technical escalations end-to-end—from initial triage through root-cause resolution and post-fix verification. • Gauging customer engagement, health, and churn risk signals and translating those into timely, structured interventions. • Collaborating with Sales on renewals and expansion within your existing book—not generating net-new pipeline, but deepening and growing what’s already there. • Creating structure in ambiguous situations, specifically around standardizing messy customer architectures and defining clear handoff playbooks with Support and Implementation. • Fluency with AI tools as a daily accelerant: you use AI for log analysis, performance diagnostics, audit summarization, escalation documentation, and business review prep as a matter of course. You have a clear sense of when to trust versus verify AI output, and you help define what effective AI-augmented TAM work looks like across the team. • Building and maintaining customer documentation—audit findings, account history, technical notes—in a structured, searchable format that outlasts any individual. • Effective problem-solving, conflict resolution, and context-switching across multiple accounts and concurrent workstreams. • Distilling customer goals and wish lists into concrete next steps and clear plans of action. • Remaining undaunted while managing risks in high-stakes situations. • Deep understanding of web hosting infrastructure and server-side performance. • 2+ years of advanced technical experience with WordPress (Required). You must deeply understand WP core, database architecture, and application-level troubleshooting, paired with a strong foundation in web hosting infrastructure and server-side performance. • Outstanding verbal and written communication skills to effectively interact with both technical and non-technical stakeholders. • In-depth knowledge of WordPress and managed hosting, with the ability to translate complex technical concepts into clear business implications for customers and partners. • Strong organizational and project management skills to manage a named account portfolio with consistent quality across all relationships. • Experience transitioning a reactive, support-heavy book of business into a proactive, health-driven portfolio.
Responsibilities
• Net Revenue Retention (NRR) on your account portfolio: retention and expansion are your primary scoreboard. • High customer health scores across your accounts, with measurable improvement from go-live through 90 days. • Business Reviews completed on cadence for all active accounts, with documented action items and clear follow-through. • A tiered engagement framework is successfully tested and documented, setting the standard for how the entire TAM team conducts Business Reviews and health checks. • Low escalation recurrence: complex issues get root-cause resolved, not repeatedly patched. • Strong customer, Sales, and Automattic for Agencies (A4A) sentiment on the quality, responsiveness, and strategic value of their TAM relationship. • Support burden is reduced on your accounts over time, driven by proactive interventions and effective knowledge transfer. • Expansion revenue attributed to TAM-identified opportunities within your existing book of business. • Repetitive post-sales tasks—health report generation, audit summarization, QBR prep, escalation documentation—are automated or AI-assisted wherever possible, freeing your time for the high-judgment relationship and advisory work that only you can do. • Founded in 2010, Pressable is a world-class managed WordPress hosting provider that specializes in scalable, highly available services for agencies, builders, developers, and businesses. • With industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack, Pressable provides the tools you need to reliably manage your WordPress websites with ease. • Salary range: $80,000 - $130,000 USD. Please note that while salary ranges are presented here in USD, we will pay in local currency.
Benefits
• We are searching for high-caliber candidates with the skills and qualities to have a net positive for Pressable. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated for the right candidate. • Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision). • Matching 401(k) for US-based staff. • Life and Disability Insurance for US-based staff (100% Paid Life, & LTD). • Work from home with home office setup and coworking allowances. • Open vacation policy (no set number of days per year). • Hardware and software, books or conferences that promote continued learning. • So, are you ready to embark on this thrilling WordPress adventure? We can’t wait to welcome you to the Pressable team and empower you to make the web a better place. Come join us in crafting an exceptional customer experience and revolutionizing the world of WordPress hosting. Apply now and let’s build something amazing together! • Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. • We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.
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