Technical Account Manager, Newspack

Details

Automattic is seeking experienced Technical Account Managers to join the Newspack team. The role combines migration project management with ongoing publisher support. You will manage multiple concurrent migration projects while contributing to shared support responsibilities and helping publishers optimize their use of Newspack after launch.

The position requires strategic thinking, independent execution, strong organizational skills, technical troubleshooting, and effective collaboration across technical and business stakeholders. Candidates should be comfortable working with WordPress and explaining technical concepts to non-technical audiences.

Responsibilities

• Manage publisher migrations from initial alignment through launch, owning timelines and coordinating stakeholders across technical and business requirements.
• Navigate obstacles, make strategic decisions about scope and priorities, and keep complex initiatives moving while maintaining quality and meeting deadlines.
• Build relationships with news publishers by understanding their business goals, operational needs, and technical challenges.
• Troubleshoot technical and editor-facing issues, help publishers optimize Newspack features, set appropriate support expectations, and identify opportunities to drive customer success.
• Maintain current knowledge of the Newspack platform, WordPress functionality, common plugins, and the news publishing landscape.
• Identify product improvement opportunities, surface bugs and feature requests, and collaborate with engineering to resolve issues.
• Work independently while sharing knowledge, seeking input on complex challenges, and contributing to a collaborative team environment.
• Develop and refine project management, time management, and communication systems.
• Document solutions, identify patterns across projects, and contribute process, workflow, product, and publisher-success improvements.

Requirements

• Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem.
• Ability to troubleshoot WordPress sites and understand how they work under the hood; developer-level experience is not required.
• Background in client services, account management, or technical support involving direct customer relationships and problem solving.
• Demonstrated ability to manage complex projects involving multiple stakeholders, competing priorities, and dependencies proactively.
• Comfort with technical troubleshooting, root-cause investigation, and finding creative solutions within constraints.
• Clear, professional written and verbal communication skills.
• Ability to explain technical concepts to non-technical audiences and set appropriate expectations.

Benefits

• Open vacation policy.
• Home office setup and coworking allowances.
• Hardware, software, books, and conference expenses provided or reimbursed.
• Company-sponsored life insurance.
• Open parental leave, including fully paid leave after 12 months with Automattic.
• Wireless headphones at the seven-year anniversary.
• Paid two- to three-month sabbaticals encouraged every five years.
• Company-covered travel costs for team gatherings one to three times per year.
• Country-specific benefits may include health, vision, and dental insurance; matching retirement or pension contributions; childcare vouchers; income protection; travel insurance; and discounts.

The company is fully remote. Candidates must be based in North America. Salary ranges are global, regardless of location, and are paid in local currency.