Account Manager

Why This Role Exists

We are scaling our customer base and need an Account Manager who can own the customer experience across a portfolio of active client accounts. This role is responsible for communication, campaign coordination, onboarding, quality control, reporting, retention, and overall account success.

About the role
The Account Manager oversees approximately 15 active client accounts and acts as the day-to-day strategic and operational contact for each client. You will work closely with leadership and our remote production team to ensure high-quality marketing execution, strong communication, timely lead routing, and long-term client retention.

What you'll do

• Serve as the primary point of contact for assigned client accounts
• Lead weekly client communication via Slack, Loom, email, and scheduled calls
• Review and approve marketing content prior to publication
• Coordinate with internal production and support teams to ensure timely execution
• Monitor client performance metrics and prepare monthly reporting summaries
• Manage onboarding for new client accounts
• Maintain strong organization, responsiveness, and client satisfaction
• Identify opportunities for account growth and retention

This role is measured on outcomes, not activity.

Primary metric: Monthly customer composite score

• Each client completes a short monthly survey (3–5 Likert questions covering communication, content quality, results, responsiveness, and overall satisfaction).
• Scores are averaged into a composite score per client, then weighted across the AM’s portfolio

Survey is sent automatically — not by the AM directly.

Customers do not know scores affect compensation.

Bonus is paid quarterly using a 3-month trailing composite, with the lowest single month dropped before averaging.

This is the central performance signal for the role.

Secondary metrics • Annual retention rate of accounts under management (target 85%+)

• Cost per acquisition outcomes per client (move-ins, tours, investor calls — milestone-appropriate)
• Onboarding cycle time (target: client fully active by week 6)
• Account growth rate (% of accounts that upgrade or add scope over time)
  
  

Qualifications
Required:

• 3+ years of agency, account management, client services, or digital marketing experience
• Experience managing multiple client accounts simultaneously
• Strong written and verbal communication skills
• Highly organized with strong attention to detail
• Comfortable working independently in a remote environment
  
  Preferred:
• Senior care, healthcare, hospitality, or real estate marketing experience
• Agency experience preferred
• Familiarity with Slack, Monday.com, Canva, Mailchimp, or Google Workspace
  
  

Compensation & Benefits

• Compensation: $70,000 base + performance commission (OTE $106K+)
• Medical, dental insurance
• PTO and paid holidays
• Remote-first flexibility
• Company-provided software and equipment
• Professional development support