Account Manager

About the role

Maintain a portfolio of 150-175 small business clients, serving as their primary point of contact, strategic growth partner, and trusted advisor. Drive a SaaS-first mentality across your book of business by proactively pushing product adoption, software training, and consistent application usage to ensure long-term client stickiness and loyalty. Identify opportunities to upsell and cross-sell essential digital solutions, specifically focusing on expanding client engagement through Google Ads campaigns, including Local Services Ads (LSA) and Pay-Per-Click (PPC).

Responsibilities

• Meticulously monitor client platform usage, login frequencies, and product engagement data alongside performance metrics to identify churn risks early and implement targeted retention initiatives.
• Provide exceptional customer service and continuous support primarily over the phone by executing up to 25 intentional, value-driven outbound calls per day to maintain strategic alignment.
• Remain ahead of ever-changing digital marketing trends, platform updates, and competitive landscapes to provide invaluable, consultative insights that keep your clients positioned as market leaders.
• Conduct monthly check-ins to gather feedback, address complex account challenges promptly, and translate technical advertising results into clear, ROI-driven business value for small business owners.
• Foster seamless collaboration with cross-functional technical teams (SEO, Paid Media Specialists, Product Teams) to resolve client issues efficiently and optimize integrated marketing strategies.

Requirements

• A proven track record of cultivating and nurturing client relationships in high-volume, customer-centric roles (such as account management or customer success) within an agency or software environment.
• A SaaS-first growth mindset with the ability to advocate for technology, drive software adoption, and consult non-technical small business owners on the benefits of digital workflows.
• Commercial acumen and prior upselling or consultative sales experience, demonstrating the ability to confidently identify needs and pitch digital advertising solutions like Google Ads (PPC & LSA).
• A strong conceptual understanding of modern digital marketing, including search engine visibility and ever-changing digital trends, with a curiosity to continuously upskill.
• Strong oral and written communication skills, with a heavy emphasis on active listening, empathy, and translating complex "marketing jargon" into actionable business insights.
• Highly adaptable with strong critical thinking, organizational, and time-management skills to effectively balance a large book of business alongside shifting operational priorities.
• CRM proficiency (e.g., HubSpot) to accurately track client interactions, manage pipelines, and maintain impeccable systems of record.
• A genuine passion for entrepreneurship and a profound comprehension of the unique challenges and opportunities that local small business owners navigate.

Qualifications

• Proven experience in a similar role, preferably in a fast-paced, high-volume environment.
• Experience with CRM tools such as HubSpot.
• Excellent interpersonal and communication skills, with the ability to build and maintain strong relationships with clients.
• Ability to work independently and manage multiple tasks simultaneously.
• Knowledge of Google Ads (PPC & LSA) and other digital marketing platforms.

Skills

• Strong analytical and problem-solving skills.
• Effective communication and presentation skills.
• Ability to work well under pressure and meet deadlines.
• Proficiency in Microsoft Office Suite.

Benefits

• Base salary + monthly bonus based on performance
• Hybrid Environment: Perfect blend between in-office collaboration & WFH
• Schedule: Monday to Friday, 8AM-5PM EST
• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Mental Health & Wellness plans
• Growth-oriented culture: Join an inclusive, international and innovative team where your contributions make a tangible difference.

Pay

Base salary + monthly bonus based on performance

Schedule

Monday to Friday, 8AM-5PM EST