AVP, Client Account Management
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an AVP, Client Account Management based in the United States.
This leadership role is centered on strengthening and scaling long-term client relationships across a high-performing portfolio of agency accounts.
You will be responsible for shaping the client account management function into a strategic, proactive, and value-driven discipline focused on retention, expansion, and customer success.
The position plays a critical role in ensuring clients achieve measurable business outcomes, with a strong emphasis on increasing lifetime value and reducing churn risk.
You will lead and mentor a team of account managers, elevating their ability to act as trusted advisors rather than transactional service providers.
A key aspect of the role is embedding deeply within client organizations to ensure ongoing alignment with their strategic goals and evolving needs.
You will collaborate closely with strategy, delivery, and operations teams to ensure seamless execution and consistent client satisfaction.
This is a highly influential role that blends leadership, commercial ownership, and cross-functional partnership within a fast-growing, remote-first environment.
Accountabilities:
- Own overall client portfolio health, including Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), ensuring proactive management of churn risks and growth opportunities.
- Develop and implement structured account management frameworks that transition teams from tactical delivery to strategic advisory relationships.
- Oversee client lifecycle management, including onboarding, quarterly business reviews, renewal planning, and long-term expansion strategies.
- Strengthen executive-level relationships with key client stakeholders, ensuring alignment at the C-suite level and embedding long-term partnership value.
- Drive expansion revenue by identifying whitespace opportunities and collaborating with sales and strategy teams on account growth initiatives.
- Lead and scale the Account Management organization, including hiring, coaching, and performance management of team members.
- Establish standardized client journey processes, KPIs, and reporting systems to ensure consistency, visibility, and measurable outcomes across accounts.
- Act as the voice of the client internally, ensuring feedback informs delivery, strategy, and service evolution.
- Partner with delivery and operations leadership to ensure optimal resource allocation and alignment with client priorities.
- Champion CRM excellence (HubSpot) as the central system for tracking client health, engagement, and revenue performance.
- Proven experience leading client account management, customer success, or retention-focused teams in an agency or professional services environment.
- Strong track record of improving Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and overall client lifetime value.
- Demonstrated ability to manage and grow complex, high-value client relationships at the executive (C-suite) level.
- Experience building and scaling account management frameworks focused on retention, expansion, and client satisfaction.
- Strong leadership skills with a history of mentoring and developing high-performing teams.
- Ability to collaborate effectively across strategy, delivery, operations, and sales functions in a cross-functional environment.
- Data-driven mindset with experience using KPIs, dashboards, and client health metrics to guide decisions.
- Strong conflict resolution and stakeholder management skills in complex, multi-layered client environments.
- Deep familiarity with HubSpot or similar CRM platforms used for client lifecycle and relationship management.
- Bachelor’s degree in Business, Marketing, or related field; advanced degrees or certifications are a plus.
- Competitive annual salary range of $110,000 – $130,000 USD.
- Fully remote work environment within the United States.
- Opportunity to lead and scale a strategic, high-impact client organization.
- Strong focus on professional growth and leadership development in a fast-growing agency setting.
- Exposure to senior client stakeholders and enterprise-level strategic relationships.
- Collaborative, cross-functional culture centered on client success and measurable outcomes.
- Opportunity to influence client strategy, retention models, and long-term revenue growth.
- Access to modern tools and AI-enabled workflows to enhance efficiency and decision-making.