SmartBug Media is the most decorated HubSpot agency, recognized as a leader in crafting digital solutions that empower organizations to thrive across the entire customer lifecycle. From marketing and sales to revenue operations, customer success, and e-commerce, we combine sound strategies, cutting-edge AI, and digital innovation to deliver solutions that de-risk the future and drive sustainable growth.With a fully remote team of over 250 professionals, we excel at creating intelligent web and digital ecosystems—from corporate websites to complex web applications—seamlessly integrated with AI-powered solutions. By aligning SmartBug's expertise with our clients' unique business realities, we build scalable, innovative tools that become engines for growth, setting the course for long-term success.The Account Manager is the primary relationship lead and the "face" of SmartBug for our clients. In this structure, you are liberated from project management and technical execution to focus entirely on client satisfaction, trust, and retention. You serve as the bridge between the client's business goals and our internal delivery teams. Your mission is to ensure that the client feels valued, heard, and prioritized. You own the "human" element of the partnership, acting as a high-level advocate for the client internally while managing the commercial health and long-term loyalty of the account externally.
Key Responsibilities:
- 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.
- Feedback Mastery: Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
- Strategic Alignment: Work closely with the strategy team members to ensure the client understands how our strategic roadmap aligns with their business objectives.
- Retention Ownership: Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
- 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.
- Commercial Oversight: Mentor the financial health of the account, ensuring the partnership remains profitable and within the intended commercial scope.
- Organic Growth: Identify opportunities for account expansion and partner with Sales and Strategy to propose additional services that drive further value for the client.
- Brand Advocacy: Drive the collection of the client reviews, case studies, and awards to celebrate the success of the partnership.
Required Skills & Experience
- 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.
- 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.
