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

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