AVP, Client Account Management

Role Overview

The AVP of Client Account Management is the leader responsible for the stability, health, and long‑term growth of the Smart Bug client portfolio.

This role primarily oversees the Account Management vertical, ensuring that every client relationship is managed with strategic foresight to maximize Lifetime Value (LTV) and overall “stickiness.” As the primary architect of the “Relationship Layer,” you will transform the Account Management function from administrative coordination into a proactive, “trusted advisor” model that anticipates client needs and mitigates churn risks before they surface.

By leveraging the Hub Spot partnership ecosystem and deeply embedding our strategic value into the client’s operational DNA, you will ensure Smart Bug remains an indispensable extension of their team.

Key Responsibilities

• Strategic Relationship & Retention Management
• Retention & Health

Ownership: Own the Net Retention Rate (NRR) and Gross Retention Rate (GRR) metrics.

Develop proactive “Early Warning Systems” to identify and pivot accounts at risk.

• Hub

Spot Partnership Stewardship: Own the executive‑level relationship with the Hub Spot partner ecosystem to maximize the use of Hub Spot resources.

• Relationship Stickiness: Design frameworks that move AMs from “order takers” to “strategic partners,” ensuring we are embedded in the client’s long‑term business roadmap.
• LTV Optimization: Analyze client lifecycles to maximize value, identifying opportunities for expansion and reducing churn through superior service delivery.
• Account Planning & Quarterly Business Reviews (QBRs): Standardize and oversee the QBR process across the AM team, ensuring each QBR translates technical milestones into business ROI.
• Commercial

Growth: Own the “Expansion” portion of Net Revenue Retention.

Partner with Sales and Strategy to identify whitespace within the existing portfolio and coach Account Managers on closing organic growth opportunities.

• Commercial & Scope

Governance: Partner with the VP of Operations to monitor and optimize the Effective Billing Rate (EBR) across the client portfolio, preventing “scope creep” and over‑servicing.

• Leadership & AM Excellence
• Team Architecture: Oversee the entire Account Management vertical. Recruit, mentor, and scale a team capable of managing complex, high‑touch relationships.
• The “Smart Bug Way” Standardization: Define and refine the Client Journey Map, ensuring a consistent “Smart Bug” experience at every touchpoint.
• Performance Metrics: Define and track KPIs beyond revenue—focusing on NPS/CSAT, client health scores, and referral rates.
• Cross‑Functional Strategic Collaboration
• The “Golden Triangle”: Work in lockstep with the VP of Strategy and the PMO/Delivery Leaders to align client goals with our execution.
• High‑Level Resource Advocacy: Advocate for the client portfolio during internal resource allocation and capacity planning sessions.
• Feedback Loops: Act as the “Voice of the Client” internally, funneling feedback to Product and Delivery teams.
• Operational Infrastructure
• CRM Mastery: Use Hub Spot as the single source of truth and oversee dashboards that track client health, contract renewals, and AM touchpoints.
• Data‑Driven Decisions: Use Hub Spot data to forecast churn risks and identify “expansion‑ready” accounts.
• AI Adoption: Champion AI fluency to streamline client communication and reporting.
• Required Skills & Experience
• Client Retention & Health Mastery: Proven track record of owning and improving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Strategic Account Leadership: Deep expertise in moving client relationships from tactical execution to strategic partnership, increasing Lifetime Value (LTV) and stickiness.
• Executive Presence: Ability to serve as a high‑level escalation point and trusted advisor to C‑suite client stakeholders.
• Operational Performance Management: Experience defining and managing KPIs that drive proactive account management.
• Cross‑Functional Collaboration: Ability to work effectively with PMO, Strategy, and Delivery leaders.
• Conflict Resolution & Mediation: Advanced skills in navigating complex client challenges and internal resource constraints.
• Team Mentorship: History of leading and scaling high‑performing Account Management teams.
• Hub

Spot Expert Practitioner: Deep familiarity with the Hub Spot ecosystem, ability to speak to and utilize Hub Spot.

• Preferred Qualifications
• Agency Experience: Direct experience in a fast‑paced agency environment, understanding billable hours and retainer‑based relationships.
• Data‑Driven Storytelling: Proficiency in translating complex data into compelling narratives for internal leadership and client stakeholders.
• AI Fluency: Experience leveraging AI tools to improve team efficiency and client reporting accuracy.
• Vertical Expertise: Specialized knowledge in one or more of Smart Bug’s core verticals (Technology, Saa S, Healthcare, or Professional Services).
• Educational Background: Bachelor’s degree in Business, Marketing, Communications, or related field; MBA or advanced leadership certification is a plus.
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