Account Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as the primary relationship manager for a designated portfolio of B2B technology clients.

• Develop and nurture direct relationships with VP and C-suite stakeholders, positioning CGM as a trusted strategic partner rather than just a vendor.

• Lead quarterly business reviews that emphasize forward-looking alignment, growth strategies, and mutual accountability instead of merely reflecting on past performance.

• Conduct monthly adjustment calls to identify emerging risks, reinforce the strategic plan, and sustain executive-level engagement.

• Manage client onboarding through a formal alignment session on the first day, establishing business objectives, stakeholders, risks, and opportunities prior to execution.

• Provide proactive communication rhythms to prevent reactive escalations and ensure clients are never caught off guard.

• **Account Planning & Health Management**

• Develop and maintain both an internal account strategy and a client-facing roadmap collaboratively created with decision-makers.

• Monitor account health using factual, objective metrics related to stakeholder access, campaign performance, and planning alignment.

• Identify and escalate churn risks early by documenting signals, estimating revenue at risk, and creating mitigation plans.

• Regularly report portfolio health and revenue forecasts to the VP of Client Services.

• Oversee contact strategies across each client's organization, fostering person-to-person relationships at all levels, not just with the primary point of contact.

• **Book Growth & Expansion**

• Engage in ongoing business discovery to uncover client priorities, organizational shifts, and unmet needs extending beyond the current engagement scope.

• Spot organic expansion opportunities and act on them when the timing and fit align.

• Increase Revenue Under Management across the portfolio by enhancing strategic alignment and linking client business objectives to CGM's comprehensive range of capabilities.

• Precisely forecast and respond to client retention concerns, including flagging accounts where retention issues may arise.

• **Cross-Functional Pod Leadership**

• Function as the client-facing anchor of a multi-member client services pod.

• Direct tactical execution to the appropriate delivery team via the project manager and guide performance direction to the Strategist, involving these and other specialized team members with the client as needed.

• Collaborate with Paid Media, Demand Capture, and GTM Engineering teams to ensure delivery is consistently aligned with client business outcomes.

• Oversee the transition from sales to client services, reaffirming discovery and establishing strategic alignment from the outset.

⛳️ Requirements

• A minimum of 4 years of experience in a marketing agency setting.

• Proven experience managing client relationships across various seniority levels, including VP and C-suite stakeholders.

• Experience in coordinating efforts across cross-functional teams with diverse specialties.

• Demonstrable proficiency in AI tools, evidenced by active working knowledge of platforms such as Claude, Google AI Studio, or similar AI tools used in a professional environment.

• Excellent written and verbal communication skills with the capacity to translate complex performance data into clear insights and recommendations for executives.

• Strong business acumen and executive presence—capable of leading a strategic discussion without relying on a slide deck and engaging effectively with senior decision-makers.

• **Nice-to-Have**

• Previous experience with B2B technology firms, whether in-house or agency-side.

• Familiarity with Paid Media, CRM systems, or SEO/AEO.

• Experience working towards a managed revenue or quota-based performance target.

• Knowledge of tools such as Slack or Microsoft Teams, Asana, ClickUp, or Monday.com, HubSpot, and Google Workspace.

🏝️ Benefits

• Extensive health, dental, and vision insurance coverage.

• Fully remote work environment.

• Flexible work schedules.

• Unlimited PTO and sick leave.

• 401(k) plan with company matching.

• Parental leave.

• Stipend for home office/work-from-home expenses.