AVP, Client Account Management

🕒 April 29

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

SmartBug Media

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🤝 B2B

☁️ SaaS

B2B • SaaS • Marketing

SmartBug Media is a full-service digital marketing agency specializing in leveraging the HubSpot platform to help businesses grow. They offer a range of services including HubSpot onboarding, marketing, sales, service, content, commerce, and operations hubs. SmartBug Media assists clients across various industries like healthcare, education, manufacturing, and SaaS with demand generation, revenue operations, paid media, web services, sales enablement, and customer success strategies. They focus on increasing marketing and sales effectiveness through proven strategies, automation, and hands-on training. Their accolades as a highly decorated HubSpot digital agency underscore their commitment to creating scalable solutions for predictable, resilient growth.

📋 Description

• Retention & Health Ownership: Own the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics. Develop proactive "Early Warning Systems" to identify and pivot accounts at risk. • HubSpot Partnership Stewardship: Own the executive-level relationship with the HubSpot partner ecosystem to maximize the use of HubSpot resources. • Relationship Stickiness: Design frameworks that move AMs from "order takers" to "strategic partners," ensuring we are embedded in the client’s long-term business roadmap. • LTV Optimization: Analyze client lifecycles to maximize value, identifying opportunities for expansion and reducing churn through superior service delivery. • Account Planning & Quarterly Business Reviews (QBRs): Standardize and oversee the QBR process across the AM team. Ensure that every QBR translates technical milestones into business ROI that resonates with a client’s C-suite. • Commercial Growth: Own the "Expansion" portion of Net Revenue Retention. Partner with Sales and Strategy to identify whitespace within the existing portfolio. • Commercial & Scope Governance: Partner with the VP of Operations to monitor and optimize the Effective Billing Rate (EBR) across the client portfolio. • Team Architecture: Oversee the entire Account Management vertical. Recruit, mentor, and scale a team capable of managing complex, high-touch relationships. • The "SmartBug Way" Standardization: Define and refine the Client Journey Map from handoff to renewal. • Performance Metrics: Define and track KPIs beyond just revenue—focusing on NPS/CSAT, client health scores, and referral rates. • The "Golden Triangle": Work in lockstep with the VP of Strategy and the PMO/Delivery Leaders. • High-Level Resource Advocacy: Act as the primary advocate for the client portfolio during internal resource allocation and capacity planning sessions. • Feedback Loops: Act as the "Voice of the Client" internally. • CRM Mastery: Use HubSpot as the single source of truth. • Data-Driven Decisions: Use HubSpot data to forecast churn risks and identify "expansion-ready" accounts. • AI Adoption: Champion internal AI fluency to streamline client communication and reporting.

🎯 Requirements

• Client Retention & Health Mastery: Proven track record of owning and improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) within an agency or professional services environment. • Strategic Account Leadership: Deep expertise in moving client relationships from tactical execution to strategic partnership, focusing on increasing Lifetime Value (LTV) and "stickiness." • Executive Presence: Ability to serve as a high-level escalation point and a "trusted advisor" to C-suite client stakeholders (CEO, CMO, CFO). • Operational Performance Management: Experience defining and managing KPIs that drive proactive account management, such as client health scores, referral rates, and expansion revenue. • Cross-Functional Collaboration: Demonstrated ability to work effectively with PMO, Strategy, and Delivery leaders to ensure the "Golden Triangle" of relationship, roadmap, and execution is balanced. • Conflict Resolution & Mediation: Advanced skills in navigating complex client challenges and internal resource constraints to find win-win solutions. • Team Mentorship: A history of leading and scaling high-performing Account Management teams, with a focus on coaching AMs to lead with business value. • HubSpot Expert Practitioner: Deep familiarity with the HubSpot ecosystem, ability to speak to and utilize HubSpot