Senior Account Manager

This is a fully remote position, open to applicants in United Kingdom, +5 more countries.

📋 Description

• Manage a portfolio of active clients throughout various stages such as onboarding, growth, scaling, and at-risk phases.

• Conduct growth workshops, introductory calls, regular check-ins, and quick sync meetings.

• Set and manage client expectations, adjusting them as necessary without making unrealistic promises.

• Identify whether client performance challenges arise from the offer, funnel, sales process, execution, or external factors.

• Possess a solid understanding of funnel and campaign mechanics, including Meta ads, cold email strategies, B2B book-a-call, and DFY websites.

• Ensure that delivery aligns with client contracts and guarantees, and report any discrepancies.

• Review client contracts and accurately explain payment processes.

• Recognize early signs of escalation and respond through structured escalation processes.

• De-escalate clients who are frustrated and determine paths for retention or cancellation.

• Audit inherited accounts to assess status, contract compliance, delivery stage, and risk level.

• Identify and position suitable upsell opportunities for clients.

• Document every client interaction, decision, and next steps in Athena and Slack.

• Work collaboratively with customer success, delivery, and onboarding teams.

• Assist clients in making progress towards their milestones and achieving commercial outcomes.

⛳️ Requirements

• A minimum of 4 years in a client-facing account management, customer success management (CSM), or business consulting role, with direct accountability for client outcomes.

• Proven experience in advising business owners on starting, growing, or scaling their businesses.

• Strong understanding of B2B lead generation strategies, including Meta ads, cold email campaigns, and sales funnels.

• Capability to diagnose conversion challenges and engage in discussions with clients regarding them.

• Comfort in handling financial discussions with clients, interpreting specific contracts, comprehending payment workflows, and delivering accurate information under pressure.

• Proficiency in managing challenging client conversations with poise.

• A solution-focused mindset when approaching problems.

• Confidence while on camera and during calls.

• Experience working in a startup, agency, or fast-paced environment.

• Familiarity with AI tools and a proactive approach to discovering and testing new tools independently.

• Ability to independently manage time, portfolio, and follow-ups effectively.

🏝️ Benefits

• Direct access to founders from the very first day.

• Clear growth trajectory, with top performers receiving promotions as early as three months in.

• Exposure to systems and tools driven by AI.

• Compensation structure that includes a base salary, performance bonuses, and upsell commissions.

• Autonomy and ownership over your portfolio, time management, and client relationships.

• An environment free from micromanagement or excessive oversight.

• A high-performance, remote-first team culture.