Head of Accounts

Mass Culture

About The Position

Mass Culture, Inc., a growth marketing agency, is seeking a strategic, people-first Head of Accounts to lead its Account Management function. The role manages and develops a team of Account Directors and owns strategy, performance, and retention outcomes for the agency’s full client portfolio. As a player-coach, the Head of Accounts provides executive guidance on key accounts while building scalable systems that improve client experience, delivery consistency, and long-term revenue growth. The position ensures high-quality account leadership and alignment across strategy, execution, and business impact. The role leads client operations and strategic relationships; establishes frameworks for planning, testing, and cross-agency account leadership; sets campaign management and performance analysis standards; guides reporting; and acts as an escalation point for client relationships, renewals, cross-sells, strategic pivots, and performance challenges. The Head of Accounts collaborates with growth marketers, campaign managers, creative teams, and agency leadership to improve communication, execution, and results.

Requirements

10–12+ years of e-commerce growth experience.
8+ years of people management experience, including leading managers and/or team leads.
Experience leading and coaching Account Directors or Account Managers to drive client satisfaction, performance, and retention.
Ability to drive portfolio-wide strategy while supporting senior team members in executing account goals.
Demonstrated ability to improve retention, expansion, and cross-sell outcomes across a client portfolio.
Strong analytical skills and experience interpreting performance data.
Fluency across paid social and performance marketing platforms, including Meta Ads Manager, TikTok Ads Manager, Google Ads, LinkedIn Ads, CTV, and various DSPs.
Strong executive presence and communication skills, including the ability to lead senior client conversations and business strategy.
Ability to lead teams toward client retention and organizational revenue growth.

Nice To Haves

Experience in a digital marketing agency environment.

Responsibilities

Lead client operations and strategic client relationships across all Mass Culture accounts.
Establish frameworks for planning, testing strategy, and cross-agency account leadership, ensuring each account has a growth plan tied to client business outcomes.
Set organization-wide campaign management standards and ensure teams plan, execute, and optimize cross-channel campaigns effectively.
Lead client relationship strategy across the portfolio and serve as an escalation point for high-impact client situations, strategic pivots, renewals, cross-sells, and performance challenges.
Support Account Directors and Growth Marketers in improving client communication and building trust throughout client relationships.
Guide performance analysis standards, ensure consistent interpretation of data and testing learnings, and coach teams on diagnosing performance issues and developing improvement plans.
Hold team leadership accountable for results.
Collaborate with growth marketers, campaign managers, creative teams, and agency leadership to align work across accounts and improve communication, execution quality, and speed to action.
Create and enforce reporting standards for weekly, monthly, quarterly, annual, and performance recap reporting.
Ensure reports connect media performance to business outcomes and provide clear insights and recommendations.
Coach team members on communicating results to meet client needs and expectations.
Lead and develop Account Directors and help teams drive client satisfaction, performance, retention, and revenue growth.