Vincent M.

I help SaaS and WordPress businesses support, retain, and grow customer accounts through technical troubleshooting, onboarding, account management, and customer success operations. I’m a Technical Account Manager at Automattic with 6+ years of experience across WordPress, SaaS support, customer success, and technical account management, with previous roles at Memberium, Filestack, and Microsoft Azure (TeKnowledge). My strength is being able to operate in both worlds: - Customer Success / Account Management - Hands-on Technical Troubleshooting That means I can help not only with customer communication and retention, but also with the technical details that often cause churn, escalations, and stalled onboarding. What can I help with? - Technical Account Management for SaaS or WordPress products - Customer onboarding and implementation support - Product adoption and account health guidance - High-value customer support and retention workflows - Escalation handling between customers and engineering/product teams - Technical troubleshooting for WordPress, plugins, integrations, and SaaS tools - Support queue triage and workflow optimization - Zendesk support operations and ticket management - Writing customer-ready technical explanations and internal escalation reports - Knowledge base/help center / SOP documentation - WordPress product support (Jetpack, WooCommerce, Sensei LMS, plugin troubleshooting) - Membership / LMS / automation support (Memberium, Keap, ActiveCampaign, LearnDash) - Performance and site health reviews - Customer issue investigation and root-cause analysis Why clients hire me - I understand how to retain customers by solving the actual problem, not just replying quickly - I can translate technical issues into clear, customer-friendly communication - I’ve worked in real production support environments with global customers - I’m comfortable working across support, customer success, product, and engineering - I bring both relationship management and technical depth I’m especially valuable when your customers need someone who can manage the relationship and understand the technical problem.