Account Manager
About the role
We are seeking a strategic, client-obsessed Customer Success Account Manager to join our growing team. This is not a passive relationship maintenance role — it is a high-impact position at the intersection of operations, sales, and client strategy. You will be the client champion: the person who ensures every engagement delivers measurable value, earns long-term trust, and opens the door to expanded partnership.
Key Responsibilities
Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts, owning the full client relationship from kickoff through renewal and growth.
Build deep trust with client stakeholders at every level — from day-to-day contacts to C-suite — through consistent communication, proactive outreach, and genuine understanding of their business.
Lead regular check-ins, Quarterly Business Reviews (QBRs), and executive steering committee calls that reinforce value delivered and set the agenda for future engagement.
Act as the voice of the client inside the agency — translating their goals, concerns, and priorities to internal delivery, strategy, and leadership teams.
Drive account growth by identifying upsell and cross-sell opportunities organically — turning strong delivery into expanded scope, new workstreams, and long-term retainers.
Manage account P&L and financial forecasting, maintaining clear visibility into revenue, margin, and growth targets across your portfolio.
Partner with sales leadership on strategic account planning, renewals, and expansion pitches — bringing the client context that makes proposals land.
Present new service opportunities and strategic recommendations to clients in a way that connects directly to their goals and business outcomes.
Maintain close visibility into project health across all active engagements — tracking risks, timelines, budgets, and quality before issues escalate.
Partner with internal delivery teams to resource accounts appropriately, surface blockers early, and ensure smooth execution from kickoff through launch.
Identify and proactively solve scope creep, stakeholder misalignment, and delivery risk — bringing solutions, not just problems.
Ensure all progress, decisions, and deliverables are consistently documented and visible to all relevant stakeholders. Nothing lives only in Slack or meetings.
Introduce process improvements — planning cadences, demo rhythms, documentation standards — to increase delivery velocity and client confidence.
Develop a thorough understanding of each client's business model, competitive landscape, and strategic goals — and use that knowledge to guide decisions that improve outcomes.
Translate between technical and business contexts: communicate engineering constraints clearly to clients and ensure internal teams understand business priorities and tradeoffs.
Facilitate Growth Councils and strategic recommendation sessions that tie agency capabilities to specific client objectives.
Leave every client stronger than you found them — ensure knowledge transfer, documentation, and process improvements that enable their long-term success.
Qualifications & Experience
5–8+ years of experience in Account Management, Customer Success, Client Services, or related roles, with a strong track record of retaining and growing enterprise or mid-market accounts.
Demonstrated experience managing client relationships with annual value of $1M+ — you know how to turn strong delivery into expanded engagement.
Prior experience in an agency, consulting, or professional services environment, with direct exposure to digital, technology, data, or cloud service delivery.
Proven commercial instinct: experience managing P&L, forecasting, and driving account expansion through upsell and cross-sell.
Strong operational mindset: ability to manage multiple concurrent engagements, surface risks early, and introduce structure where none exists.
Experience leading QBRs, executive presentations, and strategic client conversations with confidence and authority.
Excellent written and verbal communication skills — able to engage both technical practitioners and executive stakeholders with equal fluency.
Comfortable working independently in a remote environment while maintaining high accountability and responsiveness.
Preferred
Experience in ecommerce, data/AI services, cloud platforms, or digital transformation consulting.
Familiarity with project management and CRM tools such as Jira, HubSpot, Salesforce, or similar.
Experience coaching or guiding delivery teams to operate with a client-first, consultative mindset.
Comfort with on-site or embedded client engagement at key relationship moments.
Work Environment
This is a fully remote role with up to 20% travel expected for client visits, company meetings, and key relationship moments. Candidates must be based in the United States. Periodic on-site or embedded engagement with clients is an expectation of this role — you show up in person at the moments that matter.
What are the perks?
Remote first organization
Full medical, dental, vision, disability, and company paid life insurance
Employer 401(k) contributions
Employee assistance program
Start accrual with 20 days of PTO annually + holidays
Annual winter break: We close the week between Christmas and New Year's so everyone can truly disconnect and recharge
Paid parental leave
Company events, happy hours, and retreats
Budget for continuing education
Other perks vary by location
Physical demands requirements
Common office/desk environment that involves long periods of time at a stationary desk with extensive computer work that requires repetitive motion of the wrists, hands, and/or fingers.
Compensation Transparency & Pay Philosophy
At Anatta Design, we believe in fair and competitive compensation based on location. We post salary ranges in compliance with state requirements for U.S.-based roles, ensuring transparency for candidates in those regions. If you are applying from outside the U.S., please note that our pay scales are adjusted based on the cost of living and market conditions in each country.