Serve as the main point of contact for all client communication, ensuring a high-touch, concierge-level experience.
Build and maintain strong relationships with client stakeholders and C-suite executives, moving beyond a vendor relationship to become a trusted advisor.
Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
Work closely with the strategy team members to ensure the client understands how our strategic roadmap aligns with their business objectives.
Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
Act as the 'Voice of the Client" within SmartBug, ensuring their needs and concerns are prioritized by the delivery teams.
Lead high-level conversations around client concerns or pivots in business direction, maintaining poise and professional integrity.
Mentor the financial health of the account, ensuring the partnership remains profitable and within the intended commercial scope.
Identify opportunities for account expansion and partner with Sales and Strategy to propose additional services that drive further value for the client.
Drive the collection of the client reviews, case studies, and awards to celebrate the success of the partnership.

5-7 years in high-level account management or client services within a digital agency environment.
High EQ with a proven ability to manage complex human dynamics and build trust with senior-level executives.
Exceptional verbal and written communication skills, with a focus on "storytelling" the value of the agency's work.
Understanding of agency economics, including retention metrics, lifetime value (LTV), and account growth.
Sufficient 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.

Account Manager

Key skills