Senior Account Manager

Globalia

24d•$85,000 - $95,000

About The Position

The Account Manager is the primary relationship lead and the “face” of Smartbug for our clients. In this structure, you focus entirely on client satisfaction, client relationships, client “stickiness”, ROI, trust, and retention. You serve as the bridge between the client’s business goals and our internal strategy and delivery teams. Your mission is to ensure that the client feels valued, heard, prioritized, and that their goals are delivered. 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. This role supports a portfolio that includes senior living clients, so experience managing accounts in the senior living industry—or in a similarly relationship-driven, multi-stakeholder environment—is a strong plus.

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.
Highly organized and detail-oriented, with the ability to manage multiple accounts and competing priorities without letting commitments slip.
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

Managing clients, accounts, or marketing programs in the senior living industry (independent living, assisted living, memory care, or CCRCs), including familiarity with occupancy and census goals
Familiarity with senior living CRM and sales platforms such as WelcomeHome, Sherpa, Enquire, or similar
Managing accounts with multi-location or multi-community stakeholder structures, where corporate and local decision-makers both have a voice
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.
Own the client meeting cadence end to end—agendas, recaps, follow-ups, and action item tracking—so every touchpoint is prepared, professional, and documented.
Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
Partner with strategy team members to communicate and reinforce the roadmap they build, translating the “why” behind the work into terms the client’s business cares about.
Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
Guide new clients through a smooth relationship kickoff, setting clear expectations around communication, cadence, scope, and escalation paths.
Track health signals across your portfolio—engagement, sentiment, deliverable timeliness, results reporting—and escalate at-risk accounts early with a clear recovery plan.
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 out-of-scope requests early and partner with delivery leadership to handle change orders and scope conversations cleanly and professionally.
Own renewal timing and the renewal conversation, partnering with Sales, Finance, and delivery leadership on terms and contracting.
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.
Develop a working understanding of each client’s business model, buyers, and success metrics so conversations stay grounded in what actually matters to them.
Stay current on the trends and pressures shaping your clients’ industries. For senior living accounts, this includes occupancy and census goals, the resident and adult-child decision journey, and the difference between community-level and corporate stakeholders.
Maintain enough fluency in HubSpot and relevant client-side systems to speak credibly about status, reporting, and value without needing a specialist on every call.