Marketing Account Manager

About the role

• 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. This role supports
• a portfolio that includes senior living clients, so experience managing accounts in the senior living
• industry—or in a similarly relationship-driven, multi-stakeholder environment—is a strong plus.

What you'll do

Relationship Management & Communication

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.

Account Health & Retention

• 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 escalate at-risk accounts early with a clear recovery plan.
• 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 & Portfolio Growth

• 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.

Client & Industry Fluency

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 HubSpot and relevant client-side systems to speak credibly about status, reporting, and value without needing a specialist on every call.

Required Qualifications

• 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.
• Organization & Follow-Through: Highly organized and detail-oriented, with the ability to manage multiple accounts and competing priorities without letting commitments slip.
• 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.

Strongly Preferred Qualifications

• Senior living experience: managing clients, accounts, or marketing programs in the senior living industry (independent living, assisted living, memory care, or CCRCs), including familiarity with occupancy and census goals
• Familiarity with senior living CRM and sales platforms such as WelcomeHome, Sherpa, Enquire, or similar
• Experience managing accounts with multi-location or multi-community stakeholder structures, where corporate and local decision-makers both have a voice
• 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