Client Account Manager

Job Profile

As a Senior Client Account Manager, you’ll be the trusted advisor and primary point of contact for our agency partners. You’ll go beyond day-to-day coordination to strategically oversee client portfolios, ensuring long-term retention, account growth, and profitability. You’ll collaborate with cross-functional teams (project managers, developers, designers, SEO, content, and leadership) to deliver seamless client experiences while spotting opportunities for upselling and expansion.

Key Responsibilities

• Take full ownership of client accounts, ensuring retention, satisfaction, and growth.
• Act as a strategic partner to clients — guiding them on maximizing value from our services.
• Lead account reviews, renewal conversations, and upsell opportunities.
• Work closely with Project Managers & Delivery teams to ensure projects are on track (timelines, quality, scope).
• Collaborate with leadership on client portfolio performance and account planning.
• Proactively identify risks (churn, dissatisfaction, scope issues) and resolve them quickly.
• Mentor and support junior Client Account Managers, sharing best practices and playbooks.
• Provide clear and confident communication to US-based clients across multiple time zones.
• Monitor client financials (budgets, utilization, delivery margins) and report to leadership.
• Develop repeatable process improvements and SOPs to scale client success.

Requirements

• 4–6 years of experience in client account management within a digital agency, web development, or IT services division.
• Strong understanding of web technologies (WordPress, WooCommerce, Shopify, BigCommerce, etc.) and digital marketing fundamentals.
• Proven track record of retaining and growing client accounts (especially US/UK-based).
• Ability to strategically guide relationships, not just manage tasks.
• Exceptional communication and presentation skills; able to handle senior client stakeholders with confidence.
• Prior experience working with distributed teams and project management tools (Basecamp, ClickUp, Jira, Trello).
• Ability to multi-task and prioritize in a fast-paced agency environment.
• Strong business acumen with an eye for revenue growth, margins, and client profitability

Essential Functions

• Own and drive accountability for all client relationships, ensuring both strategic and operational excellence.
• Coordinate with internal teams (design, development, SEO, content, QA) to ensure project requirements, scope, and deliverables are aligned and consistently delivered on time.
• Serve as a trusted advisor to clients — conducting regular check-ins, addressing concerns, and ensuring a best-in-class client experience.
• Proactively identify risks related to timing, scope, delivery quality, and budgets — resolving them before they escalate.
• Partner with the sales/pre-sales team on proposals, budgets, and renewal/upsell opportunities.
• Lead escalation management, guiding solutions for project or account-related challenges.
• Oversee budgets and delivery pipelines within project management tools (Basecamp, ClickUp, Jira), ensuring optimal resource allocation and profitability.
• Monitor client portfolio financials (revenue, delivery margin, utilization) and provide regular insights to senior leadership.
• Maintain an extremely high attention to detail, setting the quality bar for communication, documentation, and delivery.