Account Manager

About the Job

The Account Manager owns the client relationship and overall health of assigned accounts, serving as the primary client-facing lead and connection between the client and Mainland.

This role is responsible for building trusted relationships, leading client communication, and maintaining an ongoing understanding of client priorities, expectations, and overall sentiment. 

Working cross-functionally across Strategy, Customer Success, and specialized teams, the Account Manager ensures clients understand Mainland's work, how it connects to their objectives, and how we are strategically positioning them for success.

Responsibilities

• Serve as the primary client-facing lead, owning the overall relationship, communication cadence, and client experience across assigned accounts.
• Develop trusted relationships with key client stakeholders and maintain a strong understanding of their expectations, business needs, and overall sentiment.
• Maintain a clear pulse on account health, identifying relationship concerns, retention risks, and growth opportunities early and escalating them appropriately. 
• Lead client meetings and presentations, guiding strategic conversations, communicating Mainland’s work, performance, recommendations, and priorities, and ensuring clear alignment on decisions and next steps. 
• Navigate difficult client conversations professionally and escalate significant relationship or business concerns when appropriate.
• Ensure client feedback, decisions, and changing priorities are clearly communicated across internal teams and appropriately followed through.
• Collaborate with Strategy to ensure client priorities and expectations remain aligned with the strategic roadmap and bring forward client insights, business changes, and emerging needs that may influence future recommendations.
• Partner with Customer Success to maintain visibility into delivery, timelines, dependencies, and issues that may affect the client experience.
• Identify relationship and growth opportunities and engage Strategy and the General Manager to develop the appropriate approach.
• Own Activity Reports and recurring client reporting, ensuring they clearly demonstrate performance, value, and next steps.
• Use client communication and reporting to reinforce Mainland’s value and strengthen client alignment.
• Maintain strong cross-functional alignment across Account Management, Strategy, Customer Success, and specialized teams to support a consistent client experience.

Qulifications

• 3+ years of client or account management experience within an agency, marketing, business services, or related client-service environment.
• Bachelor's degree in Business Administration, Marketing, Communications, or a related field preferred, or equivalent relevant professional experience.
• Demonstrated experience independently managing multiple client relationships, priorities, and competing demands.
• Proven ability to build trusted client relationships and serve as a confident client-facing representative.
• Demonstrated experience leading client meetings, presenting work and results, facilitating conversations, and establishing clear next steps.
• Ability to understand strategic recommendations and performance information and translate them into clear, compelling client communication.
• Strong written, verbal, presentation, facilitation, and interpersonal communication skills.
• Strong judgment with the ability to identify risks, raise concerns early, and take ownership of client communication.
• Experience working with CRM, project management, reporting, or similar business systems.
• Ability to travel up to 30% based on client and business needs.

Salary Range: $75,000-$100,000 annually plus bonus

Actual compensation will be determined based on relevant experience, skills, qualifications and business needs.

Benefits

Eligible employees have access to Mainland's benefits package, which may include:

• Medical, dental and vision insurance
• Paid time off and paid holidays
• Retirement benefits, if applicable
• Additional company-sponsored benefits and programs available to eligible employees

Specific eligibility, coverage and benefit details will be provided during the hiring process and are subject to the terms of the applicable plans and policies.

EEO

Mainland is an equal opportunity employer and is committed to providing a workplace free from discrimination and harassment. Employment decisions are made without regard to any status protected by applicable federal, state or local law.