Technical Account Manager, Pressable

At Pressable, we’re looking for a Senior Technical Account Manager to help elevate and standardize our post-sales motion. Partnering closely with leadership, you will manage a high-value portfolio while helping codify the playbooks that will scale our existing TAM organization.

You are the primary technical point of contact for your portfolio of accounts once they’re live on Pressable, responsible for their successful onboarding, ongoing platform health, performance optimization, escalation resolution, and long-term retention.

This is a post-sales role. You partner with Sales on renewals and high-value expansion conversations within your existing accounts, but your primary focus is on customers who have already chosen Pressable. Net-new prospect demos and pre-sales technical evaluations belong to the Solutions Engineer. Your job is to make sure the customers we’ve already won stay, grow, and succeed on our platform.

As a Technical Account Manager, you will:

• Own the post-sale technical relationship for a named portfolio of accounts; you are their primary technical partner from go-live onward.
• Lead new customers through onboarding, building on the handoff documentation from the Solutions Engineer to ensure a smooth, well-understood transition to Pressable, and setting them up for long-term success.
• Conduct regular Business Reviews (QBRs) with your accounts to review platform health, performance trends, upcoming projects, and strategic opportunities—completed on cadence, documented, and followed through.
• Proactively monitor customer health signals—performance metrics, error rates, uptime data, engagement indicators—and intervene before issues become escalations or churn risks.
• Serve as the primary technical escalation path for your accounts. Own complex issues end-to-end, coordinating with Support and Engineering as needed, with a bias for root-cause resolution over repeated symptomatic fixes.
• Drive WordPress platform health across your portfolio: performance audits, caching/CDN optimization, PHP worker tuning, and proactive recommendations tailored to each customer’s environment and business goals.
• Identify and drive expansion opportunities (plan changes, additional services, upsells) within your existing book of business, and partner with Sales on renewals and account planning.
• Provide advocacy and strategic technical guidance that helps customers plan ahead and build solutions that proactively improve their WordPress health on Pressable.
• Collect and relay structured customer feedback—patterns, pain points, product gaps—to Product and Engineering, serving as the voice of your accounts internally.
• Maintain detailed records of customer interactions, technical issues, and resolutions in P2 and Linear, building a durable knowledge base that underpins Support, Sales, and future TAM engagement.
• Contribute to the Solutions → Support knowledge pipeline by documenting resolved escalations, known issues, and account-specific context so that Support can resolve similar issues independently at scale.
• Demonstrate expert-level AI fluency as a core part of your daily workflow—for log analysis, audit summarization, health reporting, escalation documentation, and business review preparation—and use AI to operate at higher quality and scale across your account portfolio while helping define what effective AI-augmented TAM work looks like at Pressable.
• Drive customer-specific innovation by challenging customers to adopt new deployment models, explore AI-assisted developer workflows, and reimagine how their systems interact so they can achieve an AI-first architecture with less manual oversight and human intervention.

About you:

You are motivated by retention: by knowing your accounts deeply, solving their hardest problems, and earning the kind of trust that makes customers advocates for Pressable. You transition from reactive to proactive naturally. You would rather catch a performance issue during a health review than be paged when a site goes down.

You are organized, composed under pressure, and 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:

• 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.

Success in this role looks like:

• 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.

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.

Perks & Benefits of Joining Pressable!

• 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!

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