Director, Account Management

About the role

The Director of Account Management at LoopMe leads and develops a team of Account Managers, setting the standard for customer service excellence. They leverage LoopMe’s unique product stack to maximize client value and drive revenue growth. Reporting to the AVP of Client Services for North America, they work cross-functionally with Sales, Product/AI, and Campaign Operations to enhance the customer experience and drive key account growth.

Responsibilities

• Lead, manage, and develop a team of Account Managers, building their skills in client management, upsell, and cross-sell
• Build and implement a consistent account growth strategy in partnership with Sales
• Challenge the team to think about clients differently—focusing on long-term partnership and outcomes, not just day-to-day campaign management
• Define and embed a consistent client experience framework across the Account Management team
• Partner with the broader CS organization to ensure client experience is consistent and high-quality across every touchpoint
• Build and maintain relationships with agency trading desks and DSPs to unblock delivery issues and strengthen commercial partnerships
• Collaborate with the Product and AI team to feed client insights back into the platform and advocate for improvements that drive better outcomes
• Own senior-level renewal and upsell conversations, aligning with the agency partnerships team and sellers to identify and close growth opportunities
• Oversee pre-launch preparation standards across the team—KPI documentation, IO sign-off, creative alignment, and risk review
• Set expectations for in-flight communication quality, including weekly performance updates and value upsell opportunities, and rapid escalation of critical issues
• Ensure deliverables, including campaign wrap reports, are delivered within SLAs and that post-campaign learnings and strategic recommendations feed into the next brief

Requirements

• Experience managing and developing a team in a client-facing digital advertising or adtech environment
• Strong commercial background—understanding how to grow accounts, upsell and cross-sell, build renewal pipelines, and coach teams to do the same
• Experience working with or alongside agency trading desks and DSPs, with a strong understanding of the programmatic ecosystem and operations
• A track record of implementing process improvements, tools, or frameworks that improved team performance, client experience and drove efficiency gains
• A clear, confident communicator—equally effective in a client meeting, a cross-functional workshop, or a team coaching session

Benefits

• Hybrid working—Tues-Thurs in our Union Square office
• Self-managed vacation (no maximum)
• 1 month work-from-anywhere
• Healthcare
• 401k
• Summer Fridays (half-day Fridays, Memorial Day through Labor Day)
• LoopMe Gives Back
• Learning & development support, including internal mobility and bi-annual promotion cycles