Technical Account Manager

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](https://wordpress.com/p2/) and [Linear](https://linear.app/), 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 rath