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 Responsibilities
Client 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 & Experience
Required

- 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-ma