Senior Account Manager

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

📋 Description

• Act as the main point of contact and primary relationship lead for all client interactions.

• Establish and nurture relationships with client stakeholders and C-suite executives, serving as a trusted advisor.

• Manage the cadence of client meetings, including setting agendas, providing recaps, following up, and tracking action items.

• Gather client feedback, conduct NPS/satisfaction evaluations, and pinpoint areas of friction.

• Collaborate with strategy team members to effectively communicate and reinforce client roadmaps.

• Take ownership of client satisfaction, account retention, onboarding processes, and monitoring account health.

• Track client engagement, sentiment, deliverable timelines, and results reporting; escalate at-risk accounts with recovery strategies.

• Represent the Voice of the Client within SmartBug and facilitate conflict-resolution discussions.

• Oversee account financial health, profitability, commercial scope, and manage out-of-scope requests.

• Manage renewal timelines and discussions with Sales, Finance, and delivery leadership.

• Identify opportunities for account expansion and collaborate with Sales and Strategy on additional services.

• Lead the collection of client reviews, case studies, and award submissions.

• Develop a strong understanding of clients’ business models, buyer profiles, success metrics, and industry trends.

• Maintain adequate fluency in HubSpot and client systems to discuss status updates, reporting, and value effectively.

⛳️ Requirements

• 5–7 years of experience in high-level account management or client services within a digital agency setting.

• High emotional intelligence with a proven ability to navigate complex interpersonal dynamics and build trust with senior executives.

• Outstanding verbal and written communication skills, particularly in articulating the value of the agency’s work through storytelling.

• Highly organized and detail-oriented, capable of managing multiple accounts and competing priorities without compromising commitments.

• Understanding of agency economics, including retention metrics, lifetime value (LTV), and account growth strategies.

• Adequate knowledge of the HubSpot ecosystem to confidently discuss project status and strategic value with clients.

• Bachelor’s degree in Communications, Marketing, Business, or a related field.

• Experience in senior living is strongly preferred.

• Familiarity with senior living CRM and sales platforms such as WelcomeHome, Sherpa, Enquire, or similar is strongly preferred.

• Experience managing accounts with multi-location or multi-community stakeholder frameworks is strongly preferred.

• Background in a HubSpot Partner agency environment or with HubSpot-centric client engagements is strongly preferred.

• Familiarity with CRM platforms, especially HubSpot, is strongly preferred.

• Experience with customer success platforms or tools such as Gainsight or ChurnZero is strongly preferred.

• Proven experience managing a portfolio of accounts with a combined ARR of $1M+ is strongly preferred.

• Experience working remotely in a client-facing role is strongly preferred.

• Background in digital marketing, inbound strategy, or marketing operations is strongly preferred.

• Experience facilitating Executive Business Reviews (EBRs) or Quarterly Business Reviews (QBRs) is strongly preferred.

🏝️ Benefits

• Fully remote team.

• Flexible remote work arrangement.

• Client-facing work in a distributed environment.