Responsibilities

• Serve as the primary point of contact for a portfolio of roughly 6–8 e-commerce clients, owning the relationship end-to-end, including strategy direction and performance
• Proactively reach out with ideas, recommendations, and updates, rather than waiting for clients to ask
• Serve as the escalation point for all client sentiment, monitoring risks, relationships, and acting as the driver to reduce client churn
• Build out and structure the client experience, including client visits and check-ins, gifting, and “make goods” where appropriate
• Monitor account performance and client sentiment, flagging risk early and escalating internally when needed
• Translate updates from the Performance and Project Management teams into clear, confidence-building communication for clients
• Oversee a team of Account Strategists, including one Account Admin who reports up through one of those Strategists
• Coach and mentor Strategists on client communication, ownership, and proactive account management
• Balance workload and client assignments across the team
• Support Strategists through escalations and difficult client conversations

Requirements

• 5+ years of agency experience, including direct client management
• Experience directly managing client relationships, including proactive communication and escalation handling
• Experience overseeing or mentoring other Account Managers/Strategists — people leadership, not just account ownership
• Familiarity with paid media, organic media, or creative concepts — enough to translate specialist work into client-friendly language, without needing to execute it
• Comfort managing a portfolio of multiple clients simultaneously
• E-commerce or D2C client experience
• Strong verbal and written communication skills; comfortable delivering both good and bad news

Preferred

• Experience partnering cross-functionally with performance media, project management, or creative teams
• Track record of building or improving account management processes, templates, or playbooks
• Experience conducting in-person client visits or QBRs
• Experience setting or reporting on department-level KPIs to leadership

Benefits

• Fully remote
• Unlimited PTO
• Flexible hours
• Internet, mobile phone, and gym reimbursements