Senior Account Strategist - Americas

Human Made, makers of Altis DXP

15h•$80,000 - $100,000•Remote

About The Position

This is a fully remote position for applicants based in: US East Coast, Midwest, or Eastern/Mid Canada Human Made is an enterprise WordPress agency that works with some of the world's most recognised brands and organisations - and right now, our Americas region is where the action is. We're the fastest-growing part of our global business, working with clients like the Gates Foundation, Noom, Wikimedia and UPenn on the kind of large-scale, mission-critical platforms where downtime means real business impact and editorial teams are publishing hundreds of pieces of content every day. We're scaling both our delivery capability and our commercial team at the same time, which tells you something about the trajectory we're on. And we're doing it while launching a major internal initiative to give clients one of the best strategic systems any enterprise agency can offer - complete transparency, stakeholder alignment, and clarity from day one. About Human Made We're a fully remote, global team that's been building enterprise WordPress solutions for over a decade. We work across America, EMEA and APAC, which means we've got expertise spanning time zones, industries and technical challenges. You can learn more about our work, our approach and our team at humanmade.com - but what really defines us is that we're not just developers who happen to talk to clients. We're strategic partners who help organisations figure out what they actually need, then build platforms that deliver on those needs. Right now we're bringing our teams together globally to create something genuinely differentiated - client experiences where we collaborate, co-create and actually have fun doing it. Not just with clients, but with each other across regions and disciplines. If you've ever worked somewhere that talked about being "collaborative" but really just meant more meetings, this isn't that. About the role This is your chance to shape how we work with some of the most interesting organisations in the Americas region. You'll be working on accounts where the stakes are real - platforms that support global health initiatives, editorial teams reaching millions of readers, institutions that have been around for decades but need to move at digital speed. You'll own the client experience from the moment they sign with us. That means onboarding new clients in a way that sets the tone for everything that follows, working alongside our Americas delivery squad to make sure projects stay aligned with actual business outcomes, and being the person who can have the hard conversations when expectations need realigning or when there's an opportunity we should be going after together. This isn't just a run-run-of-the-mill account management role - you'll be digging into what clients are really trying to achieve. Whether they're focused on growth, editorial efficiency, governance, or building new features to solve problems their users actually have, you'll help make sure our development work delivers on those goals rather than just delivering code. What you'll bring You've spent 3-5 years in a web development agency that specialises in WordPress or works across open source CMS platforms. You know what good client collaboration looks like, you're comfortable talking to senior stakeholders about business outcomes rather than just technical features, and you've got the commercial sense to spot opportunities and help close them. You're the kind of person who gets energised by growth - both for clients and for the business you're part of. You can manage and close opportunities, but you're also someone who genuinely cares about whether what we're building together actually works for the people who'll use it every day. We’re looking for someone who is great at: Based on our Account Strategy framework, here's what success looks like in this role: Client relationships and trust Building senior-level client relationships where stakeholders see you as a strategic partner, not just a supplier Leading structured, outcome-focused business reviews that result in clear decisions and next steps Handling difficult conversations early when expectations drift or when commercial reality needs resetting Commercial outcomes Proactively identifying and closing expansion opportunities within your portfolio Meeting individual sales targets consistently Maintaining forecasts that are realistic, trusted by finance and delivery leadership, and actually align with results Balancing commercial ambition with delivery reality Account growth and strategic thinking Creating and actively using Account Growth Strategies that produce real results, not just documentation Demonstrating deep understanding of each client's business, stakeholders, and operating context Anticipating future needs and proactively shaping opportunities aligned to client goals Translating strategy into commercial outcomes Delivery alignment and governance Ensuring delivery teams have the context and clarity they need on priorities, constraints, and expectations Surfacing commercial and delivery risks early and managing them effectively Acting as the primary escalation point for account-level issues Maintaining accurate, up-to-date account and revenue data that leadership can plan around Client experience Ensuring clients experience Human Made as organised, responsive, and dependable Retaining and growing client engagements within agreed scope and budget Creating clarity and stability for clients, delivery teams, and leadership The Bigger Picture You'll report to our Sales Director for the Americas and be part of something that's being built right now - our global consultancy approach that brings teams from America, EMEA and APAC together to deliver genuinely strategic work. We're launching new systems, new ways of working, and new standards for what enterprise client experience looks like. You'll be in the room as we figure this out, not joining after someone else has already built it. If you want to join an agency that's leading WordPress, working with remarkable clients, and actively building something better than what exists today - this is the moment to get involved.

Requirements

You've spent 3-5 years in a web development agency that specialises in WordPress or works across open source CMS platforms.
You know what good client collaboration looks like
You're comfortable talking to senior stakeholders about business outcomes rather than just technical features
You've got the commercial sense to spot opportunities and help close them.
You're the kind of person who gets energised by growth - both for clients and for the business you're part of.
You can manage and close opportunities, but you're also someone who genuinely cares about whether what we're building together actually works for the people who'll use it every day.

Responsibilities

Building senior-level client relationships where stakeholders see you as a strategic partner, not just a supplier
Leading structured, outcome-focused business reviews that result in clear decisions and next steps
Handling difficult conversations early when expectations drift or when commercial reality needs resetting
Proactively identifying and closing expansion opportunities within your portfolio
Meeting individual sales targets consistently
Maintaining forecasts that are realistic, trusted by finance and delivery leadership, and actually align with results
Balancing commercial ambition with delivery reality
Creating and actively using Account Growth Strategies that produce real results, not just documentation
Demonstrating deep understanding of each client's business, stakeholders, and operating context
Anticipating future needs and proactively shaping opportunities aligned to client goals
Translating strategy into commercial outcomes
Ensuring delivery teams have the context and clarity they need on priorities, constraints, and expectations
Surfacing commercial and delivery risks early and managing them effectively
Acting as the primary escalation point for account-level issues
Maintaining accurate, up-to-date account and revenue data that leadership can plan around
Ensuring clients experience Human Made as organised, responsive, and dependable
Retaining and growing client engagements within agreed scope and budget
Creating clarity and stability for clients, delivery teams, and leadership