Technical Account Manager, Newspack at Automattic

About Automattic

Now in our 20th year, we are the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. We operate as a distributed company with over 1500 Automatticians across nearly every corner of the globe, speaking over a hundred different languages. This diversity unites us under a single mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly, regardless of income, gender, politics, language, or location. We are deeply committed to Open Source, with the vast majority of our work available under the GPL.

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About the Role: Technical Account Manager, Newspack

We are seeking experienced Technical Account Managers to join our Newspack team. We are looking for individuals who blend strategic thinking with hands-on execution, thrive on complexity, and believe in collaborative problem solving. This role requires the ability to think strategically and work independently, yet thrive within a highly collaborative team. You will balance technical problem solving with relationship management, utilizing broad experience across multiple areas rather than deep expertise in just one.

The Newspack platform and its applications are expansive and constantly evolving. Our team's collaborative approach is essential to success, as no one person can master everything. This is a blended role combining migration project management with ongoing publisher support. You will manage multiple concurrent migration projects while also contributing to shared support responsibilities, helping publishers optimize their use of Newspack after launch. This dual focus ensures you remain connected to both the launch experience and the long-term publisher relationship, offering insight into the entire publisher lifecycle.

The role demands flexibility and strong organizational skills to switch context between project work and support work, balancing heads-down independent tasks with collaborative team problem solving. If you enjoy variety and can maintain momentum across different work types, this structure will be engaging and rewarding.

Key Responsibilities As a Newspack Technical Account Manager

• Manage publisher migrations from the initial alignment phase through to successful launch, owning timelines and coordinating diverse stakeholders across technical and business needs. You will proactively address obstacles, make strategic decisions regarding scope and priorities, and ensure successful outcomes even when facing unexpected challenges. Your project management style must balance thoroughness with forward momentum, driving complex initiatives while maintaining quality and meeting deadlines.
• Develop strong relationships with news publishers by understanding their business objectives, operational requirements, and technical difficulties. You will troubleshoot technical and editor-facing issues as they appear, assist publishers in leveraging and optimizing Newspack features, set realistic support expectations aligned with our scope, and proactively identify opportunities to drive customer success.
• Maintain deep and current knowledge of the Newspack platform, WordPress functionality, and the news publishing industry. You will provide top-tier guidance to publishers, identify opportunities for product improvement based on publisher feedback, surface bugs and feature requests, and collaborate with engineering teams to resolve issues. Your close contact with publishers makes you a valuable voice in shaping the product's evolution.
• Work autonomously using existing resources to solve problems efficiently, while actively engaging with the team to share learnings, contribute to discussions, and promote continuous improvement. You will participate in our highly collaborative culture by sharing unique solutions, seeking input on complex challenges, and adding to the collective knowledge that helps us serve publishers better. This balance between self-direction and collaboration is crucial to our approach.
• Develop and refine personal systems for project management, time management, and communication to improve effectiveness and efficiency. You will document solutions, identify recurring patterns across projects that can inform process improvements, and contribute insights from your work to enhance our workflows, product features, and publisher success strategies.

In this role, success means:

• Meeting launch timelines while ensuring quality and managing scope effectively.
• Cultivating strong publisher relationships that result in successful, long term partnerships.
• Addressing publisher needs and delivering timely, effective support.
• Thinking strategically about both individual projects and broader process improvements.
• Collaborating openly with the team, sharing knowledge, and committing to continuous learning.
• Maintaining product expertise and contributing insights that improve Newspack for all publishers.

What We Are Looking For (About You)

• A solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem. (Development skills are not required, but comfort troubleshooting WordPress sites and understanding underlying mechanics is necessary.)
• Experience in client services, account management, or technical support, involving direct relationship management and problem solving with customers.
• Proven ability to manage complex projects involving multiple stakeholders, competing priorities, and dependencies, doing so proactively rather than just reactively.
• Comfort with technical troubleshooting, investigating root causes, and finding creative solutions within given constraints.
• Clear, professional written and verbal communication skills, with the ability to explain technical concepts to non technical audiences and set appropriate expectations.

Benefits & Compensation

We offer a comprehensive package designed to support our employees:

• Vacation: Open vacation policy (no set number of days per year). We encourage all employees to take necessary time off for personal interests, health, and family.
• Work Setup: Provision of home office setup and coworking allowances (use this allowance for a coffee shop trip if needed!).
• Equipment & Learning: We provide or reimburse necessary hardware and software, as well as funding for books or conferences promoting continued learning.
• Insurance & Leave: Company sponsored life insurance, and open parental leave (including maternity, paternity, and adoption). Leave is fully paid after 12 months of service.
• Perks: A wireless headphone gift at the seven year anniversary. Paid two to three month sabbaticals are encouraged every five years.
• Travel: We cover all costs of company travel, encouraging team gatherings one to three times per year in global locations.
• Additional Benefits: Other benefits are country specific and include health, vision, and dental insurance, matching retirement/pension contributions, childcare vouchers, income protection, and travel insurance, plus discount offers.

Salary Range: $73,000 - $130,000 USD. Please note that salary ranges are global, regardless of location, and compensation is paid in local currency. We are currently only considering candidates based in North America. Pay will reflect potential contribution and impact, which may occasionally exceed the stated range.

This is a fully remote role with an open vacation policy. For a full list of benefits by country, please consult our Benefits Page.