Description
The Director of Accounts will lead and scale a division of the Account Management function, owning client relationships, campaign performance, team development, and financial outcomes for a portfolio of law-firm clients. You’ll partner closely with Sales, SEO, Content, Paid Media, Organic Social Media, Design & Dev, and Technical teams to deliver end-to-end SEM strategies (content, technical optimization, keyword strategy, and paid channels) that drive aggressive, measurable growth. This role is a senior, client-facing leadership position that acts as the escalation point for complex client situations and is responsible for retention, growth, and operational excellence.
Responsibilities
- Lead and grow the Account Management team: hire, onboard, coach, set goals, run regular 1:1s and performance evaluations.
- Own client retention and growth across your team’s portfolio and act as the client escalation point alongside Account Managers.
- Help build and manage client budgets and forecast spend to achieve client ROI and company revenue goals.
- Collaborate with operations to ensure timely delivery of services and campaign milestones across cross-functional teams (SEO, Content, Ads, Technical).
- Drive strategic, high-value client conversations (quarterly business reviews, roadmaps, upsell/cross-sell opportunities).
- Define and track KPIs and success metrics (retention, MRR, client satisfaction, on-time delivery, campaign performance).
- Create, document, and continuously improve SOPs, playbooks and reporting for the Accounts team.
- Provide structured feedback, career development and training to Account Managers, including run regular skills enablement.
- Lead incident and escalation resolution, preserving client trust and ensuring root-cause remediation.
- Produce executive-level reporting and communicate team progress, risks and opportunities to senior leadership.
- Partner with Sales to ensure smooth handoffs and prioritization of client needs.
Success measures
- Client retention rate and MRR retention meet or exceed company targets.
- Portfolio revenue growth (net new + expansions) increases year-over-year.
- Client satisfaction / NPS scores improve.
- Team KPIs and expectations are met consistently and to high quality standards.
- On-time delivery and reporting across accounts.
- Account Manager retention, promotion rate and competency improvements.
Requirements
- 5+ years of account management or client services experience at an agency or product company
- 2+ years in a people-leadership role (or equivalent).
- Proven track record managing teams of Account Managers and leading client-facing engagements.
- Legal marketing experience with law firm clients.
- Strong understanding of paid search, SEO, technical optimization, content strategy, and how these channels work together to drive outcomes.
- Ability to work in high pressure client-facing consultations
- Demonstrable experience building and managing budgets, forecasting, and reporting on financial/account performance.
- Excellent written and verbal communication; comfortable presenting to executives and leading strategic client conversations.
- Exceptional organizational and project management skills
- Ability to self-direct and manage multiple projects simultaneously
- Conflict resolution and escalation management experience; strong negotiation skills.
- Great aptitude in building and maintaining customer relationships
- Data-driven: experience defining and reporting against KPIs and using analytics tools (e.g., GA4, Search Console, reporting platforms).
- Experience with CRM/PM tools (HubSpot, ClickUp or similar).
- Bachelor’s degree in Business, Marketing, Communications, Sales or equivalent experience (BS/BA preferred — or equivalent work experience).
- Preferred: Experience scaling account operations and building SOPs for growing teams.
Benefits
- Annual Salary of $100k
- Work remotely from home
- Unlimited PTO
- $100 Wellness Reimbursement Program
- 401(k) with 3% employer match (Safe Harbor)
- 100% Health Insurance (including fully employer-funded coverage)
- Career growth opportunities and a supportive coaching culture
