Meta Site Lead/Account Director

Job Description

Ranked one of Puget Sound Business Journals "Best Workplaces" and "Fastest Growing Companies", Affirma is excited to expand our sales team and bring on an additional Account Executive. Affirma is a full-service technology consultancy. We provide a breadth and depth of expertise while maintaining the personal touch of a boutique firm. Our teams specialize in helping organizations of all sizes solve their most challenging business pain points by creating custom in-house solutions. We offer services ranging from business intelligence, web design and creative consulting, infrastructure, and so much more. At Affirma we are extremely passionate and dedicated to our customer satisfaction. Our teams focus on ensuring we deliver dependable and reliable solutions with every project we work on. Job Title: Site Director / Account Manager (Customer Success Manager) Role Overview The Site Director / Account Manager (CSM) serves as the primary on-site leader and strategic partner for client accounts, responsible for client satisfaction, and account growth. This is an onsite role blends operational leadership with customer success and account management, ensuring services are delivered effectively while identifying opportunities to expand value.


Key Responsibilities Client Relationship Management

• Serve as the on site point of contact for client stakeholders, building strong, trusted relationships
• Help co lead regular business reviews, performance updates, and strategic planning sessions
• Proactively identify client needs, risks, and opportunities to enhance satisfaction and retention Account Growth & Customer Success
• Drive account expansion through identification of upsell and cross-sell opportunities
• Partner with sales and leadership teams to develop account plans and growth strategies
• Ensure alignment between client goals and service delivery outcomes Operational Leadership
• Oversee day-to-day site operations, ensuring high-quality service delivery and SLA adherence
• Manage, coach, and develop on-site teams to achieve performance and engagement goals Program & Delivery Management
• Ensure programs are executed in alignment with client expectations, budgets, and timelines
• Implement process improvements and best practices to drive operational excellence
• Address and resolve escalations quickly and effectively Financial & Performance Management
• Own account-level financials, including revenue tracking, forecasting, and margin management
• Ensure accurate reporting on performance metrics, billing, and invoicing
• Identify cost efficiencies while maintaining service quality Compliance & Risk Management
• Ensure adherence to company policies, client requirements, and applicable regulations
• Maintain proper documentation, audit readiness, and operational controls
• Mitigate risks related to delivery, staffing, and client satisfaction Core Requirements Experience
• 5+ years of experience in account management, customer success, or operations leadership
• Proven experience managing enterprise or large-scale client accounts (ideally in tech, services, or high-growth environments)
• Experience working in or with highly matrixed organizations similar to Meta
• Track record of driving account growth, retention, and client satisfaction Client & Stakeholder Management
• Demonstrated ability to build and maintain executive-level client relationships
• Strong communication skills with experience leading QBRs (Quarterly Business Reviews) and strategic planning sessions
• Ability to influence stakeholders across multiple levels and functions
• Experience acting as a trusted advisor to clients, proactively identifying needs and risks Account Growth & Customer Success
• Proven ability to identify and execute upsell and cross-sell opportunities
• Experience developing and executing account growth strategies in partnership with sales teams
• Strong understanding of customer success frameworks, KPIs, and lifecycle management
• Ability to align service delivery with client business goals Operational Leadership
• Strong background in service delivery, SLA management, and performance optimization
• Demonstrated ability to drive operational excellence and continuous improvement initiatives Program & Delivery Management
• Experience managing complex programs with multiple stakeholders, timelines, and budgets
• Strong project management skills (Agile or similar methodologies a plus)
• Ability to handle escalations and resolve issues quickly and effectively Financial & Business Acumen
• Experience managing P&L or account-level financials (revenue, forecasting, margins)
• Strong analytical skills with ability to interpret performance metrics and financial data
• Experience identifying cost efficiencies while maintaining high service quality Compliance & Risk Management
• Knowledge of regulatory, compliance, and audit requirements in a client services environment
• Experience implementing operational controls and mitigating delivery risks
• Strong attention to detail with documentation and reporting Key Skills & Competencies
• Executive presence and professionalism
• Strategic thinking with a data-driven mindset
• Strong leadership and team management skills
• Excellent problem-solving and decision-making abilities
• Ability to thrive in fast-paced, ambiguous environments (common in companies like Meta Platforms) Compensation & Benefits:
• $120,000-$150,000 (dependent on experience) + 10% yearly bonus Benefits include:
• Medical, dental, and vision offered
• Company paid short-term disability, long-term disability, AD&D, and life insurance
• 401(k) retirement plan offered
• Paid Time Off
• Paid Sick Leave
• 9 Paid U.S. holidays
• Referral program

Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.