AVP, Client Account Management

Smartbug Media

2d • 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 prides itself on building deep client relationships and focusing on measurable growth rather than vanity metrics. SmartBug is seeking a leader who can foster long-term partnerships and embed the company's strategic value into client operations, making SmartBug an indispensable part of their team. This role is crucial for expanding the client portfolio and strengthening existing relationships.

Requirements

• Proven track record of owning and improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) within an agency or professional services environment.
• Deep expertise in moving client relationships from tactical execution to strategic partnership, focusing on increasing Lifetime Value (LTV) and "stickiness".
• Ability to serve as a high-level escalation point and a "trusted advisor" to C-suite client stakeholders (CEO, CMO, CFO).
• Experience defining and managing KPIs that drive proactive account management, such as client health scores, referral rates, and expansion revenue.
• Demonstrated ability to work effectively with PMO, Strategy, and Delivery leaders to ensure the "Golden Triangle" of relationship, roadmap, and execution is balanced.
• Advanced skills in navigating complex client challenges and internal resource constraints to find win-win solutions.
• A history of leading and scaling high-performing Account Management teams, with a focus on coaching AMs to lead with business value.
• Deep familiarity with the HubSpot ecosystem, ability to speak to and utilize HubSpot.

Nice To Haves

• Direct experience in a fast-paced agency environment, understanding the nuances of billable hours, project-based delivery, and retainer-based relationships.
• Proficiency in translating complex data (from HubSpot or BI tools) into compelling narratives for both internal leadership and client stakeholders.
• Experience leveraging AI tools (e.g., Gemini, HubSpot AI, or meeting assistants) to improve team efficiency and client reporting accuracy.
• Specialized knowledge in one or more of SmartBug’s core verticals (e.g., Technology, SaaS, Healthcare, or Professional Services).
• Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA or advanced leadership certification is a plus.

Responsibilities

• Own the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics, developing proactive systems to identify and manage at-risk accounts.
• Manage the executive-level relationship with the HubSpot partner ecosystem to maximize resource utilization and improve client "stickiness".
• Design frameworks to transition Account Managers (AMs) from "order takers" to "strategic partners" embedded in the client's long-term business roadmap.
• Analyze client lifecycles to maximize Lifetime Value (LTV) and reduce churn through superior service delivery.
• Standardize and oversee the Quarterly Business Review (QBR) process, ensuring QBRs translate technical milestones into client C-suite-level business ROI.
• Own the "Expansion" portion of Net Revenue Retention, partnering with Sales and Strategy to identify and close organic growth opportunities within the existing portfolio.
• Monitor and optimize the Effective Billing Rate (EBR) across the client portfolio, ensuring Account Managers maintain commercial discipline and prevent scope creep.
• Oversee the entire Account Management vertical, including recruiting, mentoring, and scaling a team capable of managing complex, high-touch relationships.
• Define and refine the Client Journey Map from handoff to renewal, standardizing the "SmartBug" experience at every touchpoint.
• Define and track KPIs beyond revenue, focusing on Net Promoter Score (NPS)/Customer Satisfaction (CSAT), client health scores, and referral rates.
• Work closely with the VP of Strategy and PMO/Delivery Leaders to align client goals with execution and ensure excellence in delivery.
• Act as the primary advocate for the client portfolio during internal resource allocation and capacity planning sessions.
• Serve as the "Voice of the Client" internally, channeling client feedback to Product and Delivery teams to influence service evolution.
• Oversee the creation of dashboards in HubSpot to track client health, contract renewals, and AM touchpoints.
• Utilize HubSpot data for churn risk forecasting and identifying "expansion-ready" accounts.
• Champion internal AI fluency to streamline client communication and reporting, leveraging AI agents for team efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 11-50 employees