Senior Account Manager

The Opportunity

We're looking for a Senior Account Manager to lead client relationships for a portfolio of e-commerce brands and to oversee a team of Account Strategists. This is a relationship-first role, less focused on the day-to-day mechanics of paid media, owned media, or creative execution, and squarely focused on making sure clients feel informed, confident, and heard.

You'll manage roughly 6-8 clients of your own, working closely with performance and project management teams to keep strategy, execution, and communication aligned. You'll also oversee a team of Account Strategists (one of whom already has an Account Admin reporting to them), coaching them to build client trust, spot risk early, and bring ideas forward proactively rather than waiting to be asked. You'll partner directly with leadership to set department KPIs and help shape the Account Management team's next steps.

This role is ideal for someone with agency experience who knows what great client experience actually feels like, and who wants to build and improve the systems that make that experience repeatable across a growing team.

What You'll Own
Client Relationships & Communication

• Serve as the primary point of contact for a portfolio of roughly 6-8 e-commerce clients, owning the relationship end-to-end, including strategy direction and performance
• Proactively reach out with ideas, recommendations, and updates, rather than waiting for clients to ask
• Serve as the escalation point for all client sentiment, monitoring risks, relationships, and acting as the driver to reduce client churn
• Build out and structure the client experience, including client visits and check-ins, gifting, and "make goods" where appropriate
• Monitor account performance and client sentiment, flagging risk early and escalating internally when needed
• Translate updates from the Performance and Project Management teams into clear, confidence-building communication for clients

Team Leadership

• Oversee a team of Account Strategists, including one Account Admin who reports up through one of those Strategists
• Coach and mentor Strategists on client communication, ownership, and proactive account management
• Balance workload and client assignments across the team
• Support Strategists through escalations and difficult client conversations
• Build and drive meaningful change and structure in the Accounts Department

Cross-Functional Partnership

• Partner closely with the Performance and Project Management teams to ensure clients get a cohesive, aligned experience across paid media, owned media, creative, and project delivery
• Act as the connective tissue between client-facing communication and the specialists doing the work
• Loop in the right internal stakeholders before issues become client-facing problems
• Work directly with agency leadership on department goals, resourcing, and growth strategy

Department Improvement

• Identify and drive improvements to Account Management processes, templates, and standards (QBR structure, check-in cadence, reporting, escalation paths)
• Build playbooks and best practices that make the client experience consistent and repeatable as the team grows
• Contribute to onboarding and training materials for future Account Strategists

Performance Monitoring

• Set department-level KPIs in partnership with agency leadership, and own reporting on progress against them
• Monitor account health for your own portfolio and maintain visibility into your team's accounts
• Track client-facing KPIs - retention, satisfaction, scope/spend growth - and flag departmental trends
• Use performance data, your own and from the Performance team, to inform client conversations rather than simply relay it

Who You Are

Skills get you in the door. These are the qualities that make you right for this role:

• You're a relationship-builder first. You know how to make a client feel taken care of, even when the news isn't great.
• You're proactive, not reactive. You bring ideas to clients before they ask, and you spot problems before they escalate.
• You lead people well. You can coach and support Account Strategists - not just manage their task lists.
• You think in systems. You notice when a process is missing, or a workaround has become the norm, and you fix it.
• You're direct. You tell it like it is, to clients and to your own team, without over-promising or dodging hard news.
• You've worked in agency life. You understand its pace and what it takes to run a client relationship well within it.

What Success Looks Like
In your first 90 days:

• You've taken ownership of your 6-8 client portfolio and built early trust with each client
• You've established a working rhythm with the Account Strategist team members (and the Account Admin) you oversee
• You've built a strong working relationship with the Performance and Project Management teams
• You've had your first strategic check-ins with leadership on department priorities and KPIs
• You've identified clear opportunities to improve Account Management processes or the client experience

By the end of year one:

• Your client portfolio shows strong retention and, where appropriate, account growth
• Client churn, negative profitability, and overpromising/underdelivering have reduced significantly
• Your team of Account Strategists is operating with more consistency, autonomy, and proactivity than when you started
• You've implemented department-level improvements - process, playbooks, reporting standards - that other Account Strategists rely on
• Department KPIs are clearly defined, tracked, and regularly reviewed with leadership
• You're seen internally as a dependable cross-functional partner to Performance and Project Management

Requirements
Must-Have:

• 5+ years of agency experience, including direct client management
• Experience directly managing client relationships, including proactive communication and escalation handling
• Experience overseeing or mentoring other Account Managers/Strategists - people leadership, not just account ownership
• Familiarity with paid media, organic media, or creative concepts - enough to translate specialist work into client-friendly language, without needing to execute it
• Comfort managing a portfolio of multiple clients simultaneously
• E-commerce or D2C client experience
• Strong verbal and written communication skills; comfortable delivering both good and bad news

Strong Differentiators:

• Experience partnering cross-functionally with performance media, project management, or creative teams
• Track record of building or improving account management processes, templates, or playbooks
• Experience conducting in-person client visits or QBRs
• Experience setting or reporting on department-level KPIs to leadership

Benefits
Compensation & Benefits

• Base salary: $90,000
• On-Target Earnings (OTE): $100,000-$105,000 total, including commission based on the performance of the client accounts you manage
• Additional performance-based bonuses may be available at the company's discretion
• Fully remote
• Unlimited PTO
• Flexible hours
• Internet, mobile phone, and gym reimbursements