Marketing Account Manager

The Marketing Account Manager is the primary relationship lead and the “face” of Smartbug for our clients. In this

structure, you focus entirely on client satisfaction, client relationships, client “stickiness”, ROI, trust, and

retention. You serve as the bridge between the client’s business goals and our internal strategy and

delivery teams.

Your mission is to ensure that the client feels valued, heard, prioritized, and that their goals are delivered.

You own the “human” element of the partnership, acting as a high-level advocate for the client internally while managing the commercial health and long-term loyalty of the account externally.

• Primary Relationship Lead: Serve as the main point of contact for all client communication, ensuring a high-touch, concierge-level experience.
• Executive Presence: Build and maintain strong relationships with client stakeholders and C-suite executives, moving beyond a vendor relationship to become a trusted advisor.
• Meeting Ownership: Own the client meeting cadence end to end—agendas, recaps, follow-ups, and action item tracking—so every touchpoint is prepared, professional, and documented.
• Feedback Mastery: Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
• Strategic Alignment: Partner with strategy team members to communicate and reinforce the roadmap they build, translating the “why” behind the work into terms the client’s business cares about.

• Retention Ownership: Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
• Onboarding
  
  Experience:
  
  Guide new clients through a smooth relationship kickoff, setting clear expectations around communication, cadence, scope, and escalation paths.
• Account Health Monitoring: Track health signals across your portfolio—engagement, sentiment, deliverable timeliness, results reporting—and elevate at-risk accounts early with a clear recovery plan.
• Client Advocacy: Act as the “Voice of the Client” within Smart Bug, ensuring their needs and concerns are prioritized by the delivery teams.
• Conflict Resolution: Lead high-level conversations around client concerns or pivots in business direction, maintaining poise and professional integrity.

• Commercial Oversight: Monitor the financial health of the account, ensuring the partnership remains profitable and within the intended commercial scope.
• Scope Management: Identify out-of-scope requests early and partner with delivery leadership to handle change orders and scope conversations cleanly and professionally.
• Renewal Management: Own renewal timing and the renewal conversation, partnering with Sales, Finance, and delivery leadership on terms and contracting.
• Organic Growth: Identify opportunities for account expansion and partner with Sales and Strategy to propose additional services that drive further value for the client.
• Brand Advocacy: Drive the collection of client reviews, case studies, and awards to celebrate the success of the partnership.

• Business Fluency: Develop a working understanding of each client’s business model, buyers, and success metrics so conversations stay grounded in what actually matters to them.
• Industry Awareness: Stay current on the trends and pressures shaping your clients’ industries. For senior living accounts, this includes occupancy and census goals, the resident and adult-child decision journey, and the difference between community-level and corporate stakeholders.
• Platform Literacy: Maintain enough fluency in Hub Spot and relevant…