Account Manager (Client Success & Retention)

Role Overview:

- We are looking for a commercially minded Account Manager to own client relationships, retention, and account growth across a portfolio of digital marketing accounts. This role will act as the primary point of contact for senior client stakeholders including founders, CFOs, CMOs, and growth leaders.

- The ideal candidate is strong in client communication, commercial discussions, stakeholder management, and structured problem-solving. This is not a media buying or execution-heavy role - the focus is on relationship ownership, retention, scope management, and business communication.

Key Responsibilities:

1. Client Relationship Management

- Manage day-to-day communication for assigned client accounts

- Build strong relationships with decision-makers and stakeholders

- Act as the primary escalation point when issues arise

- Lead Quarterly Business Reviews (QBRs) independently

- Maintain stakeholder mapping across client teams

2. Commercial Ownership

- Handle scope discussions and pricing conversations within approved guidelines

- Manage client expectations around deliverables and timelines

- Identify upsell or expansion opportunities

- Address pricing objections and commercial concerns professionally

- Coordinate internally before finalizing commercial recommendations

3. Retention & Account Growth

- Own client retention and renewal conversations

- Monitor account health and identify churn risks proactively

- Develop account growth strategies aligned with client goals

- Ensure strong long-term relationships through structured communication

4. Cross-Functional Coordination

- Work closely with strategy, execution, and analytics teams

- Translate client expectations into actionable internal tasks

- Protect internal teams from unmanaged scope creep

- Coordinate resolution of delivery or timeline conflicts

5. Reporting & Documentation

- Prepare concise monthly performance summaries

- Document all key decisions, scope discussions, and commercial updates

- Conduct weekly internal account review meetings

- Maintain organized client communication records

Required Skills & Experience:

Account Management Experience:

- 4-6 years of experience in client-facing account management roles

- Experience handling high-value client accounts and retainers

- Strong track record of client retention and relationship management

Commercial & Business Understanding:

- Experience handling pricing or scope negotiations

- Ability to balance client expectations with business profitability

- Comfortable discussing ROI, performance, and business outcomes with senior stakeholders

Digital Marketing & Platform Understanding:

- Basic understanding of digital marketing metrics and performance reporting

- Familiarity with paid media platforms such as Meta Ads, Google Ads, and YouTube Ads

- Ability to interpret data and identify performance trends

Communication Skills:

- Strong written and verbal communication skills

- Ability to summarize discussions clearly and professionally

- Comfortable handling difficult conversations and stakeholder expectations

Organizational & Problem-Solving Skills:

- Strong attention to detail and documentation

- Ability to manage multiple accounts simultaneously

- Structured and proactive approach to problem-solving

Preferred Background:

- Experience working with B2B, SaaS, D2C, or performance marketing clients

- Exposure to agency environments or client servicing roles

- Experience working with cross-functional teams including strategy and analytics

Work Environment:

- Structured, process-driven, and communication-focused culture

- Clear ownership across teams and functions

- Emphasis on accountability, retention, and long-term client partnerships

- Fast-paced environment with focus on measurable outcomes