Senior Account Manager

Core Responsibilities:

The Senior Account Manager will manage strategically complex client relationships, characterized by higher MRR/ARR, requiring senior-level strategic guidance, cross-functional coordination, and proactive account leadership. Key responsibilities include:

Client Strategy, Retention & Expansion:

• Serve as the primary strategic point of contact for a portfolio of 5–8 clients or one Enterprise Account spanning 110-130 properties, owning the health and direction of each relationship.
• Lead Quarterly Business Outlooks (QBOs), delivering in-depth market and portfolio analyses live to clients each quarter, paired with clear, data-backed expansion recommendations.
• Own both retention and expansion across the portfolio, proactively aligning solutions to client goals to drive measurable revenue growth.
• Oversee advanced, cross-channel digital marketing strategy spanning Paid Search, Paid Social, SEO, Organic Social, Geofencing, Display, Reputation Management, Email, and Native.
• Utilize Account Coordinators to execute all level 1 tasks.
• Sustain a monthly retention rate of 96%+ and a client response time under 5 hours.

Department Leadership & Initiatives:

• Lead departmental initiatives end-to-end, scoping the work, setting milestones, driving accountability, and owning the outcome.
• Identify and implement the latest technology (AI) to drive process improvements that strengthen scalability and efficiency across the team.
• Contribute to company-level initiatives that fuel long-term departmental and business growth.
• Develop case studies and success stories that reinforce client investment and elevate Digible’s market presence.

People Development & Mentorship:

• Provide structured mentorship to Account Managers and Coordinators through regular check-ins, feedback on reporting interpretation, and coaching next-level readiness.
• Set and reinforce best practices across the team, acting as a standard-setter who makes successful approaches reusable.

Product & Platform:

• Support product demos and client onboarding to drive effective platform adoption and gather actionable user feedback.
• Partner with Product and Development teams to translate client needs and usage patterns into feature enhancements and platform improvements.
• Surface and help troubleshoot platform issues and bugs, ensuring client-impacting concerns are communicated and resolved effectively.
• Provide input on product functionality, user experience, and UI improvements based on client feedback and real-world usage.

Success Metrics:

• Retention % on assigned portfolio ≥96%
• CSAT ≥85
• Response time SLA: <5 hours
• Report accuracy: 100%
• QBO completion: 100% of assigned clients, quarterly
• Expansion recommendations delivered per quarter: ≥1
• % of expansion recommendations adopted
• % Year-over-Year (YoY) revenue growth by client
• Mentorship: ≥2 Account Managers/Coordinators

Qualifications:

You’ll love this job if you:

• Love talking to clients, building relationships, and finding ways to proactively provide value.
• Serve as the internal expert on your clients, asking thoughtful questions to deepen understanding of each client’s business, goals, challenges, and priorities.
• Are energized by developing others and watching Account Managers you’ve coached level up.
• Want to own client strategy, not just execute it, thinking in terms of long-term portfolio health and expansion.
• Are ready to lead department initiatives end-to-end, not just contribute to someone else’s.
• Can balance a full client book with big-picture departmental thinking.
• Thrive on presenting to clients, such as QBOs, market analyses, and strategic recommendations.
• Have a point of view on the industry and want to shape how Digible shows up as a thought leader.
• Have an appetite for process improvement, spotting inefficiency and fixing it.
• Naturally think “we” and develop the people around you.

You should have:

• 6+ years in a client-facing role, with a proven track record of managing high-volume portfolios.
• 5+ years of digital marketing experience including paid search, paid social, display, and geofencing.
• Experience working in a fast-paced agency environment.
• Proven success in delivering measurable growth for client portfolios.
• Strong leadership and mentorship skills.
• Demonstrated success leading Quarterly Business Reviews or equivalent executive-level client presentations.
• Experience leading projects or initiatives from initiation through completion.
• Multifamily, Senior Living, or Student Housing experience is a plus.