Account Manager

SmartBug Media is one of the most respected names in the HubSpot ecosystem — and we've earned it.

We didn't get here by accident. SmartBug has built a reputation that most agencies only aspire to: HubSpot North American Partner of the Year, a fully remote team of specialists who punch well above their weight, and a client base that doesn't just hire us — they stay with us. That last part is the one we're most proud of.

Remote by design and strategic by nature, we've never believed that great work requires a corner office or a campus cafeteria. What it requires is the right people, deeply aligned on outcomes, working with clients who trust them to deliver. That's the culture we've built — one where expertise travels, relationships run deep, and the work speaks for itself.

We're obsessed with client outcomes. Not vanity metrics. Not feel-good reports. Real, measurable growth that makes our clients look like heroes inside their own organizations. When SmartBug is in your corner, your team wins — and that's exactly why our clients keep coming back.

Responsibilities

● 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.
● Feedback Mastery: Proactively solicit client feedback, conduct NPS/satisfaction check-ins, and identify potential friction points before they impact the relationship.
● Strategic Alignment: Work closely with strategy team members to ensure the client understands how our strategic roadmap aligns with their business objectives.
● Retention Ownership: Directly responsible for client happiness and account retention, ensuring that every client in your portfolio is a potential reference.
● Client Advocacy: Act as the “Voice of the Client” within SmartBug, 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.
● 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.

Required Skills & Experience

● Experience: 5–7 years in high-level account management or client services within a digital agency environment.
● Emotional Intelligence: High EQ with a proven ability to manage complex human dynamics and build trust with senior-level executives.
● Communication Mastery: Exceptional verbal and written communication skills, with a focus on “storytelling” the value of the agency’s work.
● Commercial Acumen: Understanding of agency economics, including retention metrics, lifetime value (LTV), and account growth.
● HubSpot Literacy: Sufficient knowledge of the HubSpot ecosystem to confidently discuss project status and strategic value with clients.
● Education: Bachelor’s degree in Communications, Marketing, Business, or a related field.

Preferred Qualifications

● Experience in a HubSpot Partner agency environment or with HubSpot-centric client engagements
● Familiarity with CRM platforms (particularly HubSpot) sufficient to discuss strategy, reporting, and project status with clients
● Experience with customer success platforms or tools (e.g., Gainsight, ChurnZero, or similar) for tracking account health
● Demonstrated experience managing a portfolio of accounts with $1M+ in combined ARR
● Experience working remotely in a client-facing role, with a track record of maintaining strong relationships in a distributed environment
● Background in digital marketing, inbound strategy, or marketing operations to strengthen client conversations around campaign performance and ROI
● Experience facilitating executive business reviews (EBRs) or quarterly business reviews (QBRs) with senior-level stakeholders