What you'd own
The relationship. From the moment a client clears payment, through the welcome flow, through the kickoff, through the engagement itself, you are their point of contact with the firm. The specialist runs the deliverables; you run the relationship that surrounds them.
The seat covers four loops:
1. The client-facing loop. The client's inbox lands with you — questions, requests, complaints, "quick asks" all come to your address first. You sit in the Slack channel with the client and the specialist on their account, keeping the conversation moving and the right people looped in. You make sure the client knows where the engagement stands at any given moment: what shipped, what's next, what's blocked, when the next deliverable lands. Billing is current and visible to them through the Stripe Customer Portal because you keep it that way. You run the recurring update calls — walking the client through what shipped, what the data is showing, and what we'd recommend next. The specialist joins when the conversation gets technical; otherwise it's you.
2. The internal-bridging loop. Clients don't always communicate in the shared Slack channel. They'll send a quick email, mention something on a call, drop a note in a side thread. You collect those signals and route them to the specialist running the deliverable, with enough context that the specialist can act without re-asking. Same in reverse: when the specialist needs something from the client and the client isn't responsive, you're the one who follows up — until the unblock lands.
3. The access-and-readiness loop. You make sure we have what the work requires. Platforms, assets, brand materials, decisions on direction, whatever the engagement needs. When access is lagging the work, you're the one who escalates — to the client, to the specialist, to leadership.
4. The expansion loop. When a client is on one service of ours and would benefit from another, you tell them. Account managers are the firm's primary expansion channel, not because we want to upsell, but because clients on the right combination of services compound faster than clients on a single thread. Pattern-matching, not pitching.
You're also the firm's read on the account. Leadership reads the state of every engagement through your write-ups and flags. We don't run aggregated dashboards that obscure the truth; we read what you say. When something breaks — a missed deadline, a frustrated client, scope creep — you're the first to flag it, with a recommended next step alongside the flag.
The bar
You've owned client relationships before — at an agency, an in-house team, or a similar service business. You can point to accounts you kept, accounts you grew, and accounts you saved when they were at risk of leaving.
Fluent in English, with native or near-native proficiency in reading and writing. The firm runs on writing — Slack, email, recap, follow-up — and your written communication will be the primary representation of the firm to the client between calls.
You're organized without needing a manager to keep you that way. You can hold five to ten active engagements in your head — plus the next steps on each — without dropping balls between seats.
You can read the difference between a client who's frustrated and a client who's about to churn. You can read the difference between scope creep and a real expansion opportunity. You don't escalate everything; you don't sit on what should be escalated.
You're comfortable on calls, in writing, and in Slack. Spoken English is clear and easy to follow on the call — clients shouldn't have to work to understand what you said. You can think on your feet under questioning from a sharp client without falling back on a script.
Compensation
Specifics set at kickoff against scope and book size. Account-manager compensation at the firm reflects retention and expansion, not just attendance — AMs whose accounts renew and grow are paid in line with that performance. Full structure, including the base / variable split and how expansion bonuses are calculated, is detailed during the conversation.