Head of Account Management: Build and Lead a Best-in-Class Client Success Function DNM Digital | Sydney, New South Wales, Australia (Hybrid) Salary: 6-figure salary + Super

We Offer:

• Competitive 6-figure salary package based on seniority and experience
• Hybrid working setup
• Direct seat at the leadership table
• Ownership over the entire Account Management function
• Exposure to enterprise-level clients
• Significant career growth opportunity as the agency scales
• A high-performance culture that values quality and results
• Regular team events and a strong internal culture

About Us

At DNM Digital, we are a performance-driven digital agency focused on SEO, PPC, and digital growth. We work with ambitious brands across Australia and internationally who care about measurable results, not vanity metrics.

As we scale, we're looking for a Head of Account Management to own and elevate our entire client delivery function, setting the standard for how we manage relationships, retain clients, and grow accounts across the agency.

Key Responsibilities:

Function Leadership & Strategy

• Own the Account Management function end-to-end, setting the vision, structure, and standards for how client relationships are managed across the agency.
• Define and implement scalable frameworks for client onboarding, retention, reporting, and escalation management.
• Report directly to directors and contribute to agency-wide strategy and growth planning.
• Build and maintain a high-performing team of Account Managers and Account Directors, hiring and developing talent as the agency grows.

Client Satisfaction & Revenue Growth

• Serve as the ultimate escalation point for key accounts, ensuring exceptional client experiences across the board.
• Partner with the sales team to drive upsell and cross-sell opportunities, contributing meaningfully to agency revenue targets.
• Develop and execute strategies to maximise client retention and long-term account growth.
• Cultivate executive-level relationships with key clients, positioning DNM Digital as a long-term strategic partner.

Process, Standards & Efficiency

• Establish and continuously refine delivery standards, reporting frameworks, and operational processes across the Account Management team.
• Identify and implement automation and workflow improvements to drive efficiency and scalability.
• Define and track KPIs across the function, using data to identify risks early and drive continuous improvement.

People Development

• Lead, coach, and mentor Account Managers and senior team members, building a culture of accountability, growth, and excellence.
• Conduct performance reviews, set clear development pathways, and champion team wellbeing and satisfaction.
• Foster a collaborative, inclusive environment where high standards and strong culture go hand in hand.

Requirements:

• 7+ years of experience in account management within a digital marketing agency, with at least 3 years in a senior leadership role.
• Demonstrated success leading and scaling an account management or client services function.
• Deep understanding of SEO, PPC, and digital marketing strategy.
• Exceptional leadership, communication, and stakeholder management skills.
• Strong commercial acumen with experience contributing to revenue growth and retention targets.
• Proven ability to build scalable processes and drive operational excellence.
• Executive presence with the ability to influence at both the team and client levels.
• Thrives in a fast-paced, high-accountability environment.