Technical Account Manager, Scaled CX, WordPress VIP

Job Description

WordPress VIP, part of Automattic, is the world’s leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

At WordPress VIP, we help enterprise customers achieve success and drive results through WordPress. We are looking for a Technical Account Manager who will be responsible for driving adoption, value realization, customer satisfaction, and retention among our low-touch enterprise accounts. WordPress VIP presents a unique opportunity for experienced TAMs to help take us to the next level, as we look to mature our processes and strategy to be best-in-class for enterprises adopting WordPress at scale.

We’re seeking a highly motivated and innovative Scaled CX TAM (Scaled Customer Experience Technical Account Manager) to join our team. As a Scaled CX TAM, your output will be critical in driving product adoption and customer engagement through various digital strategies and approaches. You will collaborate with multiple teams to design and execute scalable programs that ensure a positive customer experience while maximizing the value our customers derive from the VIP ecosystem. This role drives customer empowerment at scale, driving overall customer satisfaction and outcomes, encompassing their renewal readiness.

Responsibilities

• Drive product adoption through webinars, digital content, office hours, and targeted training campaigns.
• Use automation and data insights to proactively identify and engage customers based on product usage and lifecycle position.
• Create digital engagement campaigns including drip-feed journeys, newsletters, and triggered email workflows.
• Analyze customer data to measure success, prioritize outreach, and improve enablement content.
• Build and execute playbooks for customer engagement and risk mitigation in collaboration with Relationship Managers.
• Serve as customer advocate while working cross-functionally with Marketing, Product, and Sales teams.
• Optimize customer experience through automated workflows and digital tools.
• Define and track customer success metrics using technology and data-driven processes.

Requirements 

• Experience with digital engagement platforms and automation tools.
• Demonstrated ability to analyze data and make data-driven decisions.
• Experience developing scalable customer programs and engagement playbooks.
• Proven track record delivering webinars, training sessions, and educational content.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Strategic customer success and retention experience.
• Demonstrated ability to translate customer feedback into actionable insights.

Compensation and Benefits

Salary range: $85,000 - $130,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.

We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. 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.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.