Technical Account Manager, Newspack

At Automattic, we offer flexible, challenging careers you can do from anywhere with Wi-Fi. We seek experienced Technical Account Managers who combine strategic thinking with hands-on execution for our Newspack team.

Responsibilities

As a Newspack Technical Account Manager, You Will:

Manage publisher migrations from alignment through launch:
Own timelines and coordinate stakeholders across technical/business requirements.
Navigate obstacles proactively; make strategic decisions about scope/priorities.
Ensure successful outcomes despite challenges while balancing thoroughness/momentum.
Develop close relationships with news publishers by understanding their goals/needs/challenges:
Troubleshoot technical/editor-facing issues as they arise.
Help publishers leverage/optimize Newspack features.
Set realistic expectations aligned with support scope.
Proactively identify opportunities for customer success.
Maintain deep knowledge of the Newspack platform, WordPress functionality, news publishing landscape:
Provide guidance to publishers.
Identify product improvement opportunities based on needs.
Surface bugs/feature requests; collaborate with engineering on resolutions.
Work independently using existing resources while actively engaging the team:
Share learnings/contribute discussions/drive continuous improvement.
Develop/refine project/time management & communication systems:
Document solutions; identify patterns for process improvements;
Contribute insights enhancing workflows/product features/publisher success strategies.

Success Means:

Meeting launch timelines while maintaining quality/managing scope effectively; building strong long-term publisher relationships; responding timely/effectively to needs; thinking strategically about projects/processes; collaborating openly/sharing knowledge/continuous learning; maintaining product expertise/contributing insights improving Newspack.

Requirements

About you:

Solid working knowledge of WordPress core functionality/common plugins/ecosystem (no developer needed but comfortable troubleshooting).
Background in client services/account management/technical support managing direct customer relationships.
Demonstrated ability managing complex projects proactively amid competing priorities/dependencies.
Comfort troubleshooting technically/investigating root causes/finding creative solutions within constraints.
Clear professional written/verbal communication skills explaining technical concepts to non-tech audiences/set expectations appropriately.

Benefits

Open vacation policy (no set days); home office setup & coworking allowances; hardware/software/books/conferences reimbursement; company-sponsored life insurance; open parental leave fully paid after one year tenure; wireless headphones at seven-year anniversary; paid sabbaticals encouraged every five years (2–3 months); company covers travel costs for global team gatherings (1–3 times/year); other country-specific benefits including health/dental/vision insurance etc.

Salary

$73,000-$130,000 USD (global range paid locally). Candidates must be based in North America currently. Pay reflects potential contribution beyond stated range possible.

Location & Remote Work

Fully remote company — work from anywhere with Wi-Fi. Candidates must be based in North America at this time.

Employment Type & Experience Level

Full-time role requiring mid-to-senior level experience managing complex projects plus ongoing customer support/account management background.

Skills Summary

Technical: WordPress core/plugin knowledge; troubleshooting sites/platform issues. Project Management: Managing complex projects/stakeholders/priorities/time. Communication: Explaining tech concepts clearly to non-tech audiences. Customer Relations: Client services/account management experience building strong relationships. Collaboration: Independent work balanced by active team engagement/sharing/improvement mindset.