Account Manager

Smartbug Media/Point Sucess/Globalia

6d•$75,000 - $95,000•Remote

About The Position

SmartBug Media is a highly respected name in the HubSpot ecosystem, known for its strong client retention and a fully remote team of specialists. The company has built a reputation for delivering real, measurable growth for its clients, rather than focusing on vanity metrics. SmartBug Media operates on the principle that great work doesn't require a physical office, but rather the right people aligned on outcomes, working with clients who trust them. The culture emphasizes expertise, deep relationships, and work that speaks for itself. The Account Manager is the primary relationship lead and the "face" of SmartBug Media for its clients. This role is designed to free the Account Manager from project management and technical execution, allowing them to focus entirely on client satisfaction, trust, and retention. The Account Manager acts as a bridge between the client's business goals and the internal delivery teams, ensuring clients feel valued, heard, and prioritized. The role owns the "human" element of the partnership, advocating for the client internally while managing the commercial health and long-term loyalty of the account externally.

Requirements

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.

Nice To Haves

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

Responsibilities

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 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.
Monitor 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 client reviews, case studies, and awards to celebrate the success of the partnership.