AVP, Client Account Management

SmartBug Media is a HubSpot North American Partner of the Year and fully remote team of specialists serving a high‑value client portfolio. Role Overview The AVP of Client Account Management leads the stability, health, and long‑term growth of SmartBug’s client portfolio. This senior leader oversees the Account Management vertical, transforming the function into a proactive, trusted‑advisor model that maximizes lifetime value and reduces churn. Key Responsibilities Strategic Relationship & Retention Management Retention & Health Ownership: Own NRR and GRR metrics and develop proactive early warning systems. HubSpot Partnership Stewardship: Manage executive‑level relationships with the HubSpot partner ecosystem to maximize resource utilization. Relationship Stickiness: Design frameworks that move AMs from “order takers” to strategic partners, embedding in client business roadmaps. LTV Optimization: Analyze client lifecycles to maximize value and reduce churn through superior service delivery. Account Planning & QBRs: Standardize and oversee the QBR process, translating technical milestones into business ROI. Commercial Growth: Own the expansion portion of Net Revenue Retention and partner with Sales and Strategy to identify and close organic growth opportunities. Commercial & Scope Governance: Monitor and optimize Effective Billing Rate across the portfolio, preventing scope creep and maintaining profit margins. Leadership & AM Excellence Team Architecture: Recruit, mentor, and scale the Account Management vertical. SmartBug Way Standardization: Define and refine the client journey map to deliver consistent experience at every touchpoint. Performance Metrics: Track KPIs beyond revenue, such as NPS/CSAT, client health scores, and referral rates. Cross‑Functional Strategic Collaboration Golden Triangle Alignment: Work with strategy and delivery leaders to align client goals with execution. Resource Advocacy: Primary advocate for the client portfolio during internal resource allocation. Feedback Loops: Champion client feedback into product and delivery teams. Operational Infrastructure CRM Mastery: Use HubSpot as the single source of truth and develop dashboards for client health and renewals. Data‑Driven Decisions: Forecast churn risks and identify expansion‑ready accounts. AI Adoption: Champion internal AI fluency to streamline communication and reporting. Required Skills & Experience Client Retention & Health Mastery: Proven track record of improving NRR and GRR in an agency or professional services environment. Strategic Account Leadership: Ability to shift relationships from tactical to strategic, increasing LTV and stickiness. Executive Presence: Serve as a high‑level escalation point and trusted advisor to C‑suite stakeholders. Operational Performance Management: Define & manage KPIs driving proactive account management. Cross‑Functional Collaboration: Work effectively with PMO, strategy, and delivery leaders. Conflict Resolution & Mediation: Navigate complex client challenges and internal constraints for win‑win solutions. Team Mentorship: Lead and scale high‑performing Account Management teams with coaching focus. HubSpot Expert: Deep familiarity with the HubSpot ecosystem and ability to leverage it in service delivery. Preferred Qualifications Agency Experience: Direct experience in a fast‑paced agency environment with billable hours and retainer relationships. Data‑Driven Storytelling: Translate complex data from HubSpot or BI tools into compelling narratives. AI Fluency: Experience leveraging AI tools such as Gemini, HubSpot AI or meeting assistants. Vertical Expertise: Specialized knowledge in one or more of SmartBug’s core verticals (Technology, SaaS, Healthcare, or Professional Services). Educational Background: Bachelor’s degree in Business, Marketing, Communications, or related field; MBA or advanced leadership certification a plus. $110,000 - $130,000 a year #J-18808-Ljbffr Medium