Job Description
About the Role
We are seeking a strategic, client-obsessed Customer Success Account Manager to join our growing team. This is not a passive relationship maintenance role — it is a high-impact position at the intersection of operations, sales, and client strategy. You will be the client champion: the person who ensures every engagement delivers measurable value, earns long-term trust, and opens the door to expanded partnership.
You thrive in both the day-to-day details of delivery health and the big-picture conversations about business goals. You know how to turn strong execution into expanded engagements, and you understand that growing a customer base requires equal parts operational discipline and commercial instinct. You have a proven track record of retaining and growing enterprise accounts — and you bring that track record to every client you own.
Key Responsibilities
Client Ownership & Relationship Management
- Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts, owning the full client relationship from kickoff through renewal and growth.
- Build deep trust with client stakeholders at every level — from day-to-day contacts to C-suite — through consistent communication, proactive outreach, and genuine understanding of their business.
- Lead regular check-ins, Quarterly Business Reviews (QBRs), and executive steering committee calls that reinforce value delivered and set the agenda for future engagement.
- Act as the voice of the client inside the agency — translating their goals, concerns, and priorities to internal delivery, strategy, and leadership teams.
Account Growth & Commercial Expansion
- Drive account growth by identifying upsell and cross-sell opportunities organically — turning strong delivery into expanded scope, new workstreams, and long-term retainers.
- Manage account P&L and financial forecasting, maintaining clear visibility into revenue, margin, and growth targets across your portfolio.
- Partner with sales leadership on strategic account planning, renewals, and expansion pitches — bringing the client context that makes proposals land.
- Present new service opportunities and strategic recommendations to clients in a way that connects directly to their goals and business outcomes.
Delivery Oversight & Operational Excellence
- Maintain close visibility into project health across all active engagements — tracking risks, timelines, budgets, and quality before issues escalate.
- Partner with internal delivery teams to resource accounts appropriately, surface blockers early, and ensure smooth execution from kickoff through launch.
- Identify and proactively solve scope creep, stakeholder misalignment, and delivery risk — bringing solutions, not just problems.
- Ensure all progress, decisions, and deliverables are consistently documented and visible to all relevant stakeholders. Nothing lives only in Slack or meetings.
- Introduce process improvements — planning cadences, demo rhythms, documentation standards — to increase delivery velocity and client confidence.
Strategic Advisory & Value Realization
- Develop a thorough understanding of each client’s business model, competitive landscape, and strategic goals — and use that knowledge to guide decisions that improve outcomes.
- Translate between technical and business contexts: communicate engineering constraints clearly to clients and ensure internal teams understand business priorities and tradeoffs.
- Facilitate Growth Councils and strategic recommendation sessions that tie agency capabilities to specific client objectives.
- Leave every client stronger than you found them — ensure knowledge transfer, documentation, and process improvements that enable their long-term success.
Qualifications & Experience
Required
- 5–8+ years of experience in Account Management, Customer Success, Client Services, or related roles, with a strong track record of retaining and growing enterprise or mid-market accounts.
- Demonstrated experience managing client relationships with annual value of $1M+ — you know how to turn strong delivery into expanded engagement.
- Prior experience in an agency, consulting, or professional services environment, with direct exposure to digital, technology, data, or cloud service delivery.
- Proven commercial instinct: experience managing P&L, forecasting, and driving account expansion through upsell and cross-sell.
- Strong operational mindset: ability to manage multiple concurrent engagements, surface risks early, and introduce structure where none exists.
- Experience leading QBRs, executive presentations, and strategic client conversations with confidence and authority.
- Excellent written and verbal communication skills — able to engage both technical practitioners and executive stakeholders with equal fluency.
- Comfortable working independently in a remote environment while maintaining high accountability and responsiveness.
Preferred
- Experience in ecommerce, data/AI services, cloud platforms, or digital transformation consulting.
- Familiarity with project management and CRM tools such as Jira, HubSpot, Salesforce, or similar.
- Experience coaching or guiding delivery teams to operate with a client-first, consultative mindset.
- Comfort with on-site or embedded client engagement at key relationship moments.
What We’re Looking For
Beyond the resume, we are looking for someone who embodies a specific mindset:
- A trusted advisor, not just a project tracker — someone who earns a seat at the strategic table by understanding the client’s business deeply.
- A farmer, not just a hunter — you see expansion opportunities in every successful delivery and know how to cultivate them naturally.
- An unblocking operator — you surface problems early, bring solutions, and take ownership of getting work across the finish line.
- A bridge builder — you connect technical teams and business stakeholders, ensuring both sides feel heard and aligned.
- A proactive communicator — you set the agenda, you follow up, you document, and you keep every stakeholder informed without being asked.
- Someone who is genuinely invested in client success — not just satisfaction scores, but real business outcomes that create lasting partnerships.
Work Environment
This is a fully remote role with up to 20% travel expected for client visits, company meetings, and key relationship moments. Candidates must be based in the United States. Periodic on-site or embedded engagement with clients is an expectation of this role — you show up in person at the moments that matter.
What are the perks?
We do our best to make sure employees are supported in everything they do. We offer a range of benefits and perks:
- Remote first organization
- Full medical, dental, vision, disability, and company paid life insurance
- Employer 401(k) contributions
- Employee assistance program
- Start accrual with 20 days of PTO annually + holidays
- Annual winter break: We close the week between Christmas and New Year’s so everyone can truly disconnect and recharge
- Paid parental leave
- Company events, happy hours, and retreats
- Budget for continuing education
- Other perks vary by location
Physical demands requirements
Common office/desk environment that involves long periods of time at a stationary desk with extensive computer work that requires repetitive motion of the wrists, hands, and/or fingers.
If this role is filled in the US, the annual salary range is $85,000 USD - $135,000 USD + Retention Bonus & Commission and is commensurate to several factors that are unique to each candidate, including but not limited to years of experience, skill set / qualifications, and geographical work location considering differences in cost of living, therefore, actual base pay offered may vary.
Compensation Transparency & Pay Philosophy
At Anatta Design, we believe in fair and competitive compensation based on location. We post salary ranges in compliance with state requirements for U.S.-based roles, ensuring transparency for candidates in those regions. If you are applying from outside the U.S., please note that our pay scales are adjusted based on the cost of living and market conditions in each country.
