Sr. Client Account Manager

E2M is not your regular digital marketing firm. We're an equal opportunity provider, founded on strong business ethics and driven by more than 300 experienced professionals.

Our client base is made of digital agencies that need help with solving their bandwidth problems, cutting overheads, and increasing profitability. We need diligent professionals like you to help us help them. If you're someone who dreams big and has the gumption to make them come true, E2M has a place for you.

We're a growing White Label Digital Agency looking for a highly dynamic, experienced and enthusiastic Senior Client Account Manager to join our highly energetic and passionate team.

Job Profile

As a Senior Client Account Manager, you'll be the trusted advisor and primary point of contact for our agency partners. You'll go beyond day-to-day coordination to strategically oversee client portfolios, ensuring long-term retention, account growth, and profitability. You'll collaborate with cross-functional teams (project managers, developers, designers, SEO, content, and leadership) to deliver seamless client experiences while spotting opportunities for upselling and expansion.

Key Responsibilities

• Take full ownership of client accounts, ensuring retention, satisfaction, and growth.
• Act as a strategic partner to clients — guiding them on maximizing value from our services.
• Lead account reviews, renewal conversations, and upsell opportunities.
• Work closely with Project Managers & Delivery teams to ensure projects are on track (timelines, quality, scope).
• Collaborate with leadership on client portfolio performance and account planning.
• Proactively identify risks (churn, dissatisfaction, scope issues) and resolve them quickly.
• Mentor and support junior Client Account Managers, sharing best practices and playbooks.
• Provide clear and confident communication to US-based clients across multiple time zones.
• Monitor client financials (budgets, utilization, delivery margins) and report to leadership.
• Develop repeatable process improvements and SOPs to scale client success.

Requirements

• 4–6 years of experience in client account management within a digital agency, web development, or IT services division.
• Strong understanding of web technologies (WordPress, WooCommerce, Shopify, BigCommerce, etc.) and digital marketing fundamentals.
• Proven track record of retaining and growing client accounts (especially US/UK-based).
• Ability to strategically guide relationships, not just manage tasks.
• Exceptional communication and presentation skills; able to handle senior client stakeholders with confidence.
• Prior experience working with distributed teams and project management tools (Basecamp, ClickUp, Jira, Trello).
• Ability to multi-task and prioritize in a fast-paced agency environment.
• Strong business acumen with an eye for revenue growth, margins, and client profitability

Essential Functions

• Own and drive accountability for all client relationships, ensuring both strategic and operational excellence.
• Coordinate with internal teams (design, development, SEO, content, QA) to ensure project requirements, scope, and deliverables are aligned and consistently delivered on time.
• Serve as a trusted advisor to clients — conducting regular check-ins, addressing concerns, and ensuring a best-in-class client experience.
• Proactively identify risks related to timing, scope, delivery quality, and budgets — resolving them before they escalate.
• Partner with the sales/pre-sales team on proposals, budgets, and renewal/upsell opportunities.
• Lead escalation management, guiding solutions for project or account-related challenges.
• Oversee budgets and delivery pipelines within project management tools (Basecamp, ClickUp, Jira), ensuring optimal resource allocation and profitability.
• Monitor client portfolio financials (revenue, delivery margin, utilization) and provide regular insights to senior leadership.
• Maintain an extremely high attention to detail, setting the quality bar for communication, documentation, and delivery.