Senior Account Manager

Location: Fully Remote (UK, EU, or North America)

Commitment: Full-time

Time zone: UK/EU preferred; EST overlap required if based in North America

Reports to: C Suite Leadership (CEO/COO)

About Adcrate

Adcrate is a fast growing, AI driven performance creative agency helping eCommerce and digital product brands scale through high performing content and paid media systems.

We build premium creative that converts, powered by strategic thinking, data, and fast iteration. Our team blends strategists, editors, and performance leads - lean, smart, and obsessed with quality.

We're remote, collaborative, ambitious, and building the future of creative first growth.

The Role

We are hiring a Senior Account Manager / Head of Accounts to lead our Account Management function and elevate the client experience at Adcrate.

This is a leadership track role for someone who wants to:

• Own client success, communication quality, and retention
• Build the systems, standards, and processes for the Account Management function
• Coach and lead Account Managers (now + as we scale)
• Be the escalation and quality control point between clients, creative, and performance teams
• Ensure clients feel deeply supported, informed, and guided
• Today, we have Account Managers who handle day to day comms - your job is to make their function world class while also leading key client relationships yourself.

What You'll Be Doing

• Act as senior point of contact for key client accounts
• Manage escalations, tricky conversations, and relationship recovery
• Ensure consistency in tone, clarity, confidence, and expectations across all AM communications
• Strengthen the premium client experience Adcrate is known for

Team Leadership & Coaching

• Run weekly AM syncs + develop playbooks, scripts, and SOPs
• Train AMs on communication, expectations, objection handling, escalation paths
• Support hiring and onboarding new AMs as we scale

Systems & Operations

• Onboarding frameworks
• Client reporting templates and cadence
• Feedback and approvals process
• Communication standards
• Work closely with creative strategy, performance, and operations teams to ensure smooth delivery
• Oversee the transition of PM responsibilities away from AMs as PMs come online

Commercial & Retention Impact

• Monitor client sentiment and account health weekly
• Proactively improve client stickiness and renewal rates
• Manage scope boundaries and identify growth opportunities
• Partner with leadership on pricing and value communication

What Success Looks Like

• High client satisfaction and NPS
• Improved retention & reduced churn
• Standardised, scalable client communication frameworks
• Smooth collaboration between AMs Strategists Performance
• AM capability & confidence increases
• Reduced founder involvement in client comms/escalations

Who You Are

• 3-5+ years experience in account/ client services in a creative, paid media, or performance driven agency
• A calm, confident communicator who can guide clients and teams
• Emotionally intelligent, structured, and proactive
• Skilled at expectation setting and difficult conversations
• Obsessed with clear communication and premium service
• Experience managing or mentoring account talent is a big plus
• Systems thinker - not just doing the work but improving the machine

Tools You'll Use

• Slack
• Notion
• Google Workspace
• Loom
• (If you don't know some of these - attitude matters more than tools.)

• Fully remote team with a high performance culture
• Annual team retreat
• Fast growing company = fast growth in your role
• A supportive, smart, and ambitious team
• A place where your ideas actually get built - quickly

Why This Role Matters

You are the glue between our clients and our creative + performance engine.

You will shape what a "premium creative agency experience" means at scale.

This isn't just account management - you are building the Account function of a category winning agency.