Senior Account Manager, Web

The Senior Account Manager, Web is the strategic owner of complex client relationships and high-impact website initiatives, including website builds and ongoing support engagements across WordPress, Drupal, and Shopify platforms.

This role serves as a trusted partner to senior client stakeholders, guiding decision-making across scope, budget, timeline, and technical tradeoffs. You bring clarity to ambiguity, proactively manage risk, and ensure clients are informed, supported, and confident throughout both project-based and retainer-based engagements.

This position does not include direct people management responsibilities but requires strong leadership presence, executive communication skills, and close partnership with project managers, strategists, designers, and developers.

What You'll Do

Client Relationship Ownership & Trust Building

• Own senior-level client relationships for complex website builds and ongoing support accounts.

• Develop a deep understanding of each client’s business goals, organizational dynamics, constraints, and success metrics.

• Act as a trusted advisor, guiding clients through decisions related to scope, budget, timeline, platform capabilities, and technical feasibility.

• Build long-term credibility through proactive communication, consistency, and follow-through.

Strategic Leadership & Problem Solving

• Lead strategic conversations related to website roadmaps, enhancements, and long-term platform evolution.

• Demonstrate working knowledge of WordPress, Drupal, and Shopify ecosystems, including common constraints and maintenance considerations.

• Translate technical and operational complexity into clear, actionable recommendations for non-technical stakeholders.

• Balance client expectations with internal team realities, advocating for sustainable delivery while protecting the relationship.

• Apply structured thinking (e.g., clear options, risks, and recommendations) to achieve client goals and long-term sustainability.

Risk Management & Escalation

• Proactively identify risks related to scope creep, budget burn, resourcing constraints, timeline slippage, or stakeholder misalignment.

• Clearly communicate risks early with recommended mitigation strategies.

• Escalate issues appropriately to Client Services and Department Leadership, ensuring clients are never surprised.

• Frame escalations with context, options, and recommendations rather than problems alone.

Delivery Oversight

• Partner closely with Project Managers and hybrid PM/Producers to ensure delivery remains aligned with client expectations and contractual commitments, and serve as a hybrid Account and Project Manager on smaller engagements when appropriate.

• Ensure project plans, milestones, and priorities are clearly understood and documented.

• Hold both teams and clients accountable to agreed-upon decisions, approvals, and timelines.

• Step in when delivery challenges arise to reset expectations, reframe priorities, or realign stakeholders.

Financial & Scope Stewardship

• Own high-level budget awareness across projects and ongoing support engagements.

• Proactively monitor burn, forecast risk, and flag potential overages early.

• Partner with Client Services Leadership on change orders, scope adjustments, and account expansion conversations.

• Clearly document decisions related to scope, budget, and tradeoffs to ensure alignment as the engagement moves forward.

• Identify roadmap-driven opportunities to grow accounts in alignment with client goals.

Internal Collaboration & Leadership Presence

• Serve as a calm, steady presence during high-pressure moments for both clients and internal teams.

• Model strong communication, emotional intelligence, and accountability.

• Contribute to process improvements, documentation standards, and best practices.

• Mentor junior team members through guidance, clarity, and by setting the example.

What You'll Bring

• At least six years of experience in a full-service digital agency is required, with senior-level client ownership.

• Proven experience managing complex, website builds and ongoing support engagements on WordPress, Drupal, and/or Shopify.

• Strong understanding of website strategy, design, and development workflows.

• Excellent executive-level written, verbal, and presentation communication skills.

• Demonstrated ability to manage ambiguity, competing priorities, and high-risk decisions.

• Experience partnering closely with PMs, strategists, designers, and developers.
  Comfortable discussing budgets, scope, tradeoffs, and constraints with confidence and empathy.

• Familiarity with integrated digital marketing disciplines and the judgment to involve them when appropriate.

• Experience using project management software and financial tracking tools common to digital agencies.