AVP, Client Account Management

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

📋 Description

• Retention & Health Ownership: Take charge of the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics. Create proactive "Early Warning Systems" to detect and adjust accounts that are at risk.

• HubSpot Partnership Stewardship: Manage the executive-level relationship with the HubSpot partner ecosystem to enhance the utilization of HubSpot resources.

• Relationship Stickiness: Develop frameworks that transform Account Managers (AMs) from "order takers" to "strategic partners," ensuring our integration into the client’s long-term business strategy.

• LTV Optimization: Evaluate client lifecycles to maximize value, identifying opportunities for growth and minimizing churn through exceptional service delivery.

• Account Planning & Quarterly Business Reviews (QBRs): Standardize and supervise the QBR process across the AM team. Ensure that each QBR translates technical milestones into business ROI that resonates with the client’s C-suite.

• Commercial Growth: Manage the "Expansion" segment of Net Revenue Retention. Collaborate with Sales and Strategy to uncover whitespace within the existing portfolio.

• Commercial & Scope Governance: Collaborate with the VP of Operations to track and enhance the Effective Billing Rate (EBR) across the client portfolio.

• Team Architecture: Oversee the entire Account Management vertical. Recruit, mentor, and develop a team capable of managing complex, high-touch relationships.

• The "SmartBug Way" Standardization: Define and refine the Client Journey Map from handoff to renewal.

• Performance Metrics: Establish and monitor KPIs beyond revenue—focusing on NPS/CSAT, client health scores, and referral rates.

• The "Golden Triangle": Collaborate closely with the VP of Strategy and the PMO/Delivery Leaders.

• High-Level Resource Advocacy: Serve as the chief advocate for the client portfolio during internal resource allocation and capacity planning meetings.

• Feedback Loops: Act as the "Voice of the Client" within the organization.

• CRM Mastery: Utilize HubSpot as the definitive source of truth.

• Data-Driven Decisions: Leverage HubSpot data to predict churn risks and pinpoint "expansion-ready" accounts.

• AI Adoption: Promote internal AI literacy to enhance client communication and reporting.

⛳️ Requirements

• Client Retention & Health Mastery: Demonstrated success in owning and enhancing Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) within an agency or professional services context.

• Strategic Account Leadership: Extensive experience in transitioning client relationships from tactical execution to strategic partnership, with an emphasis on increasing Lifetime Value (LTV) and "stickiness."

• Executive Presence: Capacity to act as a high-level escalation point and a "trusted advisor" to C-suite client stakeholders (CEO, CMO, CFO).

• Operational Performance Management: Experience in defining and managing KPIs that promote proactive account management, including client health scores, referral rates, and expansion revenue.

• Cross-Functional Collaboration: Proven ability to work collaboratively with PMO, Strategy, and Delivery leaders to maintain a balanced "Golden Triangle" of relationship, roadmap, and execution.

• Conflict Resolution & Mediation: Advanced skills in navigating complex client challenges and internal resource constraints to achieve mutually beneficial solutions.

• Team Mentorship: A track record of leading and developing high-performing Account Management teams, focusing on coaching AMs to emphasize business value.

• HubSpot Expert Practitioner: Extensive knowledge of the HubSpot ecosystem, with the ability to articulate and utilize HubSpot effectively.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work culture.

• Comprehensive health benefits and wellness programs.