Senior Account Manager

Base Salary: $95,000 - $105,000
Location: Remote, US (San Francisco)
Reports to: VP, Client Services

Requirements

About the Role

This role is for someone who's moved past the basics of account management and is ready to do the more complex version of it - bigger accounts, more senior client contacts, higher stakes conversations, and less hand-holding.

As a Sr. Account Manager, you'll own a portfolio of mid-to-high value accounts. You're the primary point of contact for your clients and the person internal teams look to for clear direction, consistent context, and well-organized handoffs. You're not just keeping clients informed - you're developing the kind of relationships where clients trust you with things before they become problems.

You'll work closely with Project Management on delivery and with the Strategy team on client context. What sets this role apart from Account Manager isn't just portfolio size - it's the expectation that you're beginning to think commercially, handle difficult situations without needing an escalation path, and contribute to making the function better, not just your accounts.

Key Responsibilities
Strategic Account Management

• Own day-to-day and strategic communication for an assigned portfolio of mid-to-high value accounts
• Serve as the primary point of contact across your book. Clients know you, trust you, and come to you first
• Lead regular client touchpoints with confidence; handle nuanced conversations (timeline changes, scope questions, client concerns) with reduced supervision
• Begin developing relationships with senior client stakeholders, not just day-to-day contacts
• Drive a consistent, proactive communication rhythm calibrated to each client, ideally not reactive, not template-driven
• Surface account health risks early: satisfaction shifts, scope creep, relationship friction before they require escalation

Commercial Ownership

• Develop commercial instincts: begin to see the business implications of what you're managing, not just the relationship dynamics
• Proactively identify and surface upsell, expansion, and renewal opportunities to the VP, Client Services
• Support scope and change order conversations with limited oversight
• Understand account economics well enough to flag commercial risks before they require leadership attention

Cross-functional Collaboration

• Partner with Project Management to ensure deliverables stay on track and clients are well-informed on project status
• Translate client feedback into unambiguous direction - no one should have to guess what the client wants or why
• Own the handoffs between client-facing and execution teams; set up internal teams for success before they need to ask
• Keep account documentation clean and current enough that anyone can pick it up and immediately understand where things stand

Requirements

• 3-5 years of client services or account management experience at a creative, production, or marketing agency
• Experience managing multiple accounts simultaneously, including accounts with higher stakes or more complex client relationships
• Comfort with nuanced client conversations: timeline changes, scope discussions, sensitive feedback
• Strong communication instincts - you know what to say, when to say it, and how to frame it so everyone's aligned
• Organized and self-sufficient: you close loops, follow through, and don't need constant direction to stay on top of your accounts
• Beginning to develop commercial awareness - you're curious about the business side of the relationships you manage

What This Role Is Not

Not a Project Manager. Your PM counterpart owns timelines, task management, resource allocation, and delivery logistics. The AM owns the relationship layer for key strategic accounts, and partners with PM on those accounts to make sure execution and relationship management stay in sync.

Not a Strategist. The Strategy team owns strategic thinking, insights, and recommendations. The AM ensures those strategies are communicated effectively and that clients feel heard.

Not an Executive escalation point. AMs handle day-to-day relationship management. Strategy leads and leadership engage on high-level decisions and true escalations - the AM's job is to make those escalations rare.

Success Metrics

• Client satisfaction scores across assigned accounts (quarterly)
• Client retention rate for managed portfolio
• Response time to client inquiries
• Reduction in executive escalations for AM-managed accounts
• Upsell and expansion opportunities identified and progressed
• Internal team feedback on client communication clarity

Desired Qualifications

• Experience at a small-to-mid-size agency
• Familiarity with project management and CRM tools
• Exposure to B2B marketing clients or campaigns
• Experience supporting or contributing to business reviews or renewal conversations
• Willingness to travel up to 20%
• We're open to candidates across the country, but have a strong preference for San Francisco or West Coast-based candidates given our client concentration in the Bay Area. We value the ability to show up in person when it matters.

Benefits

Health Insurance

• 401k with a safe harbor match
• Unlimited PTO, plus company holidays
• Volunteer Time Off (VTO)
• Learning budget
  And more!