Technical Account Manager, Newspack

Details

We’re seeking experienced Technical Account Managers to join our Newspack team—individuals who combine strategic thinking with hands-on execution, thrive on complexity, and believe in the power of collaborative problem solving.

This is a blended role that combines migration project management with ongoing publisher support. You’ll typically manage multiple concurrent migration projects while also contributing to shared support responsibilities, helping publishers optimize their use of Newspack post-launch. The role requires flexibility and strong organizational skills to shift context between project work and support work—between heads-down, independent tasks and collaborative team problem solving.

Responsibilities

• Manage publisher migrations from alignment through launch, owning timelines and coordinating stakeholders across technical and business requirements.
• Proactively navigate obstacles, make strategic decisions about scope and priorities, and ensure successful outcomes while balancing thoroughness and momentum.
• Develop close relationships with news publishers by understanding their business goals, operational needs, and technical challenges.
• Troubleshoot technical and editor-facing issues as they arise and help publishers leverage and optimize Newspack features.
• Maintain a deep and current knowledge of the Newspack platform, WordPress functionality, and the news publishing landscape.
• Surface bugs and feature requests, collaborate with engineering to resolve issues, and identify product improvement opportunities based on publisher needs.
• Work independently using existing resources to solve problems efficiently while actively engaging with the team to share learnings and contribute to continuous improvement.
• Develop and refine project management, time management, and communication systems; document solutions and identify patterns that inform process improvements.

Requirements

• Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem. (You don’t need to be a developer, but you should be comfortable troubleshooting WordPress sites and understanding how things work under the hood.)
• Background in client services, account management, or technical support, with direct customer-facing problem solving experience.
• Demonstrated ability to manage complex projects with multiple stakeholders, competing priorities, and dependencies.
• Comfort with technical troubleshooting, investigating root causes, 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.
• Ability to balance multiple concurrent migration projects and shared support responsibilities.

Benefits

• Open vacation policy (no set number of days per year).
• Home office setup and coworking allowances.
• Company-provided or reimbursed hardware, software, and learning (books, conferences).
• Company-sponsored life insurance.
• Open parental leave (includes maternity, paternity, and adoption); fully paid after 12 months of service.
• Paid two- to three-month sabbaticals encouraged every five years.
• Company-covered travel for team gatherings one to three times per year; other country-specific benefits (health, vision, dental, retirement/pension matching, childcare vouchers, income protection, travel insurance, discounts).

Other details

• Salary range: $73,000–$130,000 USD (global ranges; paid in local currency). Pay may reflect candidate impact and can occasionally exceed the posted range.
• Work model: fully remote; Automattic is a distributed company. Note: candidates must be based in North America for this role.
• The role emphasizes collaboration with engineering, product feedback, and a commitment to open source.
• Accessibility: accommodations available for disability-related needs during application/interview.
• Automattic participates in E-Verify in certain locations as required by law.