Marketing Account Manager
About The Position
The Marketing Account Manager is the primary relationship lead and client-facing representative for SmartBug. The role focuses on client satisfaction, relationships, retention, trust, ROI, and the commercial health of accounts, serving as the bridge between clients’ business goals and SmartBug’s internal strategy and delivery teams. The Marketing Account Manager advocates for clients internally and builds long-term client loyalty externally. The position owns client communications and meeting processes, monitors account health, supports onboarding and retention, resolves concerns, and manages renewals and scope. It also identifies account-growth opportunities and supports client advocacy through reviews, case studies, and awards. The role requires fluency in clients’ businesses and industries, along with enough knowledge of HubSpot and relevant client-side systems to discuss status, reporting, and value credibly.
Requirements
- 5–7 years of high-level account management or client-services experience in a digital agency environment.
- High emotional intelligence and demonstrated ability to manage complex interpersonal dynamics and build trust with senior-level executives.
- Exceptional verbal and written communication skills, including the ability to communicate the value of agency work through storytelling.
- Strong organization and attention to detail, with the ability to manage multiple accounts and competing priorities reliably.
- Understanding of agency economics, including retention metrics, lifetime value (LTV), and account growth.
- Sufficient knowledge of the HubSpot ecosystem to discuss project status and strategic value with clients confidently.
- 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 using customer success platforms or tools such as Gainsight or ChurnZero to track account health.
- Demonstrated experience managing a portfolio of accounts with $1M+ in combined ARR.
- Experience working remotely in a client-facing role and maintaining strong relationships in a distributed environment.
- Background in digital marketing, inbound strategy, or marketing operations to support client conversations about campaign performance and ROI.
- Experience facilitating executive business reviews (EBRs) or quarterly business reviews (QBRs) with senior-level stakeholders.
Responsibilities
- Serve as the primary point of contact for client communications and deliver a high-touch client experience.
- Build relationships with client stakeholders and C-suite executives, becoming a trusted advisor.
- Own client meeting agendas, recaps, follow-ups, and action-item tracking.
- Solicit client feedback, conduct NPS and satisfaction check-ins, and identify potential relationship friction early.
- Partner with strategy team members to communicate the client roadmap and explain its business rationale.
- Take responsibility for client happiness and account retention.
- Guide new clients through relationship kickoff and establish expectations for communication, cadence, scope, and escalation paths.
- Monitor portfolio health signals, including engagement, sentiment, deliverable timeliness, and results reporting; escalate at-risk accounts with a recovery plan.
- Represent the client’s needs and concerns internally and advocate for them with delivery teams.
- Lead conversations about client concerns or changes in business direction.
- Monitor account financial health and ensure engagements remain profitable and within commercial scope.
- Identify out-of-scope requests and partner with delivery leadership on change orders and scope discussions.
- Own renewal timing and conversations, partnering with Sales, Finance, and delivery leadership on terms and contracting.
- Identify account expansion opportunities and partner with Sales and Strategy to propose additional services.
- Drive collection of client reviews, case studies, and awards.
- Develop working knowledge of each client’s business model, buyers, and success metrics.
- Stay current on client-industry trends and pressures; for senior living accounts, understand occupancy and census goals, resident and adult-child decision journeys, and community-level versus corporate stakeholders.
- Maintain sufficient fluency in HubSpot and relevant client-side systems to discuss status, reporting, and value with clients.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
