Account Manager

About the Role

We are seeking a strategic, client-obsessed Customer Success Account Manager to join our growing team. This is not a passive relationship maintenance role — it is a high-impact position at the intersection of operations, sales, and client strategy. You will be the client champion: the person who ensures every engagement delivers measurable value, earns long-term trust, and opens the door to expanded partnership.

You thrive in both the day-to-day details of delivery health and the big-picture conversations about business goals. You know how to turn strong execution into expanded engagements, and you understand that growing a customer base requires equal parts operational discipline and commercial instinct. You have a proven track record of retaining and growing enterprise accounts — and you bring that track record to every client you own.

Key ResponsibilitiesClient Ownership & Relationship Management

• Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts, owning the full client relationship from kickoff through renewal and growth
• Build deep trust with client stakeholders at every level — from day-to-day contacts to C-suite — through consistent communication, proactive outreach, and genuine understanding of their business
• Lead regular check-ins, Quarterly Business Reviews (QBRs), and executive steering committee calls that reinforce value delivered and set the agenda for future engagement
• Act as the voice of the client inside the agency — translating their goals, concerns, and priorities to internal delivery, strategy, and leadership teams

Account Growth & Commercial Expansion

• Drive account growth by identifying upsell and cross-sell opportunities organically — turning strong delivery into expanded scope, new workstreams, and long-term retainers
• Manage account P&L and financial forecasting, maintaining clear visibility into revenue, margin, and growth targets across your portfolio
• Partner with sales leadership on strategic account planning, renewals, and expansion pitches — bringing the client context that makes proposals land
• Present new service opportunities and strategic recommendations to clients in a way that connects directly to their goals and business outcomes

Delivery Oversight & Operational Excellence

• Maintain close visibility into project health across all active engagements — tracking risks, timelines, budgets, and quality before issues escalate
• Partner with internal delivery teams to resource accounts appropriately, surface blockers early, and ensure smooth execution from kickoff through launch
• Identify and proactively solve scope creep, stakeholder misalignment, and delivery risk — bringing solutions, not just problems
• Ensure all progress, decisions, and deliverables are consistently documented and visible to all relevant stakeholders. Nothing lives only in Slack or meetings
• Introduce process improvements — planning cadences, demo rhythms, documentation standards — to increase delivery velocity and client confidence

Strategic Advisory & Value Realization

• Develop a thorough understanding of each client's business model, competitive landscape, and strategic goals — and use that knowledge to guide decisions that improve outcomes
• Translate between technical and business contexts: communicate engineering constraints clearly to clients and ensure internal teams understand business priorities and tradeoffs
• Facilitate Growth Councils and strategic recommendation sessions that tie agency capabilities to specific client objectives
• Leave every client stronger than you found them — ensure knowledge transfer, documentation, and process improvements that enable their long-term success

Qualifications & ExperienceRequired

• 5–8+ years of experience in Account Management, Customer Success, Client Services, or related roles, with a strong track record of retaining and growing enterprise or mid-market accounts
• Demonstrated experience managing client relationships with annual value of $1M+ — you know how to turn strong delivery into expanded engagement
• Prior experience in an agency, consulting, or professional services environment, with direct exposure to digital, technology, data, or cloud service delivery
• Proven commercial instinct: experience managing P&L, forecasting, and driving account expansion through upsell and cross-sell
• Strong operational mindset: ability to manage multiple concurrent engagements, surface risks early, and introduce structure where none exists
• Experience leading QBRs, executive presentations, and strategic client conversations with confidence and authority
• Excellent written and verbal communication skills — able to engage both technical practitioners and executive stakeholders with equal fluency
• Comfortable working independently in a remote environment while maintaining high accountability and responsiveness

Preferred

• Experience in ecommerce, data/AI services, cloud platforms, or digital transformation consulting
• Familiarity with project management and CRM tools such as Jira, HubSpot, Salesforce, or similar
• Experience coaching or guiding delivery teams to operate with a client-first, consultative mindset
• Comfort with on-site or embedded client engagement at key relationship moments

What We're Looking For

Beyond the resume, we are looking for someone who embodies a specific mindset:

• A trusted advisor, not just a project tracker — someone who earns a seat at the strategic table by understanding the client's business deeply
• A farmer, not just a hunter — you see expansion opportunities in every successful delivery and know how to cultivate them naturally
• An unblocking operator — you surface problems early, bring solutions, and take ownership of getting work across the finish line
• A bridge builder — you connect technical teams and business stakeholders, ensuring both sides feel heard and aligned
• A proactive communicator — you set the agenda, you follow up, you document, and you keep every stakeholder informed without being asked
• Someone who is genuinely invested in client success — not just satisfaction scores, but real business outcomes that create lasting partnerships

Work Environment

This is a fully remote role with up to 20% travel expected for client visits, company meetings, and key relationship moments. Candidates must be based in the United States. Periodic on-site or embedded engagement with clients is an expectation of this role — you show up in person at the moments that matter.

What are the perks?

We do our best to make sure employees are supported in everything they do. We offer a range of benefits and perks:

• Remote first organization
• Full medical, dental, vision, disability, and company paid life insurance
• Employer 401(k) contributions 
• Employee assistance program
• Start accrual with 20 days of PTO annually + holidays 
• Annual winter break: We close the week between Christmas and New Year's so everyone can truly disconnect and recharge
• Paid parental leave
• Company events, happy hours, and retreats
• Budget for continuing education 
• Other perks vary by location

Physical demands requirements

Common office/desk environment that involves long periods of time at a stationary desk with extensive computer work that requires repetitive motion of the wrists, hands, and/or fingers.

If this role is filled in the US, the annual salary range is $85,000 USD - $135,000 USD + Retention Bonus & Commission and is commensurate to several factors that are unique to each candidate, including but not limited to years of experience, skill set / qualifications, and geographical work location considering differences in cost of living, therefore, actual base pay offered may vary.