Senior Account Manager

Adcrate; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading performance creative agency in the UK is hiring a Senior Account Manager to lead the Account Management function and elevate client experience. This remote role requires 3-5+ years in account services within a creative agency, strong leadership skills, and a commitment to premium client communication. You will be responsible for client success, coaching Account Managers, and developing systems for world-class service.

Benefits

Annual team retreat

Supportive remote culture

Fast growth opportunities

Qualifications

• 3-5+ years experience in account/client services in a creative or performance-driven agency.
• A calm, confident communicator skilled in expectation-setting.
• Experience managing or mentoring account talent is a plus.

Responsibilities

• Act as senior point of contact for key client accounts.
• Manage escalations and tricky conversations.
• Run weekly AM syncs and develop playbooks.

Skills

Account management

Client communication

Leadership

Retention strategies

Tools

Slack

Notion

Google Workspace

Loom

Job description

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.