AVP, Client Account Management

🔥 2 hours ago

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SmartBug Media

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2007

📣 Marketing

🤝 B2B

💼 Consulting

💰 Private equity on 2020-03

Marketing • B2B • Consulting

SmartBug Media is a digital marketing agency that specializes in inbound marketing, content strategy, demand generation, and HubSpot-focused marketing automation and implementations. The firm helps companies grow by building content-driven campaigns, optimizing SEO and paid media, implementing and managing HubSpot CRM and marketing tools, and providing strategic consulting on go-to-market and lead generation. SmartBug primarily serves B2B clients and acts as a solutions partner for marketing technology and automation.

📋 Description

• Own the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics. • Develop proactive "Early Warning Systems" to identify and pivot accounts at risk. • Own the executive-level relationship with the HubSpot partner ecosystem to maximize the use of HubSpot resources. • Design frameworks that move AMs from "order takers" to "strategic partners," ensuring we are embedded in the client’s long-term business roadmap. • Analyze client lifecycles to maximize value, identifying opportunities for expansion and reducing churn through superior service delivery. • Standardize and oversee the QBR process across the AM team. • Partner with Sales and Strategy to identify whitespace within the existing portfolio and coach Account Managers on identifying and closing organic growth opportunities. • Monitor and optimize the Effective Billing Rate (EBR) across the client portfolio. • Oversee the entire Account Management vertical. Recruit, mentor, and scale a team capable of managing complex, high-touch relationships. • Define and track KPIs beyond just revenue—focusing on NPS/CSAT, client health scores, and referral rates. • Work in lockstep with the VP of Strategy and the PMO/Delivery Leaders.

🎯 Requirements

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

🏖️ Benefits

• Remote work • Flexible hours • Professional development opportunities