Marketing Account Manager

Responsibilities

• Relationship Management & Communication:- Primary Relationship Lead: Serve as the main point of contact for all client communication, ensuring a high-touch, concierge-level experience.
• Executive Presence: Build and maintain strong relationships with client stakeholders and C-suite executives, moving beyond a vendor relationship to become a trusted advisor.
• Meeting Ownership: Own the client meeting cadence end to end—agendas, recaps, follow-ups, and action item tracking—so every touchpoint is prepared, professional, and documented.
• Feedback Mastery: Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
• Strategic Alignment: Partner with strategy team members to communicate and reinforce the roadmap they build, translating the “why” behind the work into terms the client’s business cares about.
• Account Health & Retention:- Retention Ownership: Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
• Onboarding Experience: Guide new clients through a smooth relationship kickoff, setting clear expectations around communication, cadence, scope, and escalation paths.
• Account Health Monitoring: Track health signals across your portfolio—engagement, sentiment, deliverable timeliness, results reporting—and escalate at-risk accounts early with a clear recovery plan.
• Client Advocacy: Act as the “Voice of the Client” within SmartBug, ensuring their needs and concerns are prioritized by the delivery teams.
• Conflict Resolution: Lead high-level conversations around client concerns or pivots in business direction, maintaining poise and professional integrity.

Requirements

• Experience: 5–7 years in high-level account management or client services within a digital agency environment.
• Emotional Intelligence: High EQ with a proven ability to manage complex human dynamics and build trust with senior-level executives.
• Communication Mastery: Exceptional verbal and written communication skills, with a focus on “storytelling” the value of the agency’s work.
• Organization & Follow-Through: Highly organized and detail-oriented, with the ability to manage multiple accounts and competing priorities without letting commitments slip.
• Commercial Acumen: Understanding of agency economics, including retention metrics, lifetime value (LTV), and account growth.
• HubSpot Literacy: Sufficient knowledge of the HubSpot ecosystem to confidently discuss project status and strategic value with clients.
• Education: Bachelor’s degree in Communications, Marketing, Business, or a related field.

Preferred

• Experience in a HubSpot Partner agency environment or with HubSpot-centric client engagements
• Familiarity with CRM platforms (particularly HubSpot) sufficient to discuss strategy, reporting, and project status with clients
• Experience with customer success platforms or tools (e.g., Gainsight, ChurnZero, or similar) for tracking account health
• Demonstrated experience managing a portfolio of accounts with $1M+ in combined ARR
• Experience working remotely in a client-facing role, with a track record of maintaining strong relationships in a distributed environment
• Background in digital marketing, inbound strategy, or marketing operations to strengthen client conversations around campaign performance and ROI
• Experience facilitating executive business reviews (EBRs) or quarterly business reviews (QBRs) with senior-level stakeholders