[Hiring] AVP, Client Account Management @Smartbug Media/Point Sucess/Globalia

Role Description

The AVP of Client Account Management is the leader responsible for the stability, health, and long-term growth of the SmartBug client portfolio. This role primarily oversees the Account Management vertical, ensuring that every client relationship is managed with strategic foresight to maximize Lifetime Value (LTV) and overall "stickiness." As the primary architect of the "Relationship Layer," you will transform the Account Management function from administrative coordination into a proactive, "trusted advisor" model that anticipates client needs and mitigates churn risks before they surface.

Key Responsibilities

• 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."
• 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.
• Commercial Growth: Own the "Expansion" portion of Net Revenue Retention.
• Commercial & Scope Governance: Partner with the VP of Operations to monitor and optimize the Effective Billing Rate (EBR).
• 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.
• 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.
• 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.
• AI Adoption: Champion internal AI fluency to streamline client communication and reporting.

Qualifications

• Proven track record of owning and improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Deep expertise in moving client relationships from tactical execution to strategic partnership.
• Ability to serve as a high-level escalation point and a "trusted advisor" to C-suite client stakeholders.
• Experience defining and managing KPIs that drive proactive account management.
• Demonstrated ability to work effectively with PMO, Strategy, and Delivery leaders.
• Advanced skills in navigating complex client challenges and internal resource constraints.
• A history of leading and scaling high-performing Account Management teams.
• Deep familiarity with the HubSpot ecosystem.

Preferred Qualifications

• Direct experience in a fast-paced agency environment.
• Proficiency in translating complex data into compelling narratives.
• Experience leveraging AI tools to improve team efficiency and client reporting accuracy.
• Specialized knowledge in one or more of SmartBug’s core verticals.
• Bachelor’s degree in Business, Marketing, Communications, or a related field; MBA or advanced leadership certification is a plus.

Salary

$110,000 - $130,000 a year

Additional Information

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.