Technical Account Manager, Pressable

Pressable · United States

Remote Full-time Senior Solution Engineering

Job Description

At Pressable, skilled at managing multiple concurrent account relationships without losing context or quality. You enjoy working with everyone from developers and agency partners to GMs and VPs. You possess deep operational knowledge and enjoy collaborating with leadership to turn your individual success into repeatable team playbooks. You are a natural mentor and systems-thinker. You enjoy testing new engagement models, proving their value, and documenting your workflows so the rest of the team can adopt them. In addition, you have experience with:

Success in this role looks like:

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.

About Pressable 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.

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. Benefits of Joining Pressable!

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!

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Benefits

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.

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.
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.