Account Manager – Paid Media & Client Growth

Reports to: Sam Becker, Director of Client Services

Position Overview: We are seeking a dedicated, relationship-driven Account Manager (Paid Media & Client Growth) with deep paid-media expertise to own client relationships, retention, and account growth. The role may flex to support business development as needed, without a predetermined daily sales allocation. The ideal candidate can confidently analyze and explain Google Ads and Meta Ads performance, translate campaign metrics into business outcomes, lead strategic client conversations, resolve escalations, and identify timely, consultative upsell opportunities. You will own the client journey from onboarding through renewal, expansion, and offboarding, coordinating with fulfillment specialists rather than necessarily executing campaigns yourself. You are proactive, highly organized, commercially minded, skilled at building trust, and comfortable operating in a fast-moving environment. You will work closely with Sales, Operations, Client Services, and specialist teams.

Client Relationships, Retention & Success: Serve as the primary point of contact and accountable owner for assigned client accounts throughout onboarding, service delivery, renewal, expansion, and offboarding. Proactively contact every assigned client at least once every 30 days; log calls, outreach, outcomes, follow-ups, and commitments in company systems. Lead onboarding, strategy, campaign performance, retention, and issue-resolution conversations; set clear expectations and communicate next steps. Monitor client satisfaction and account health, identify churn risks early, and implement proactive retention strategies. Build long-term, trusted relationships with laundromat owners and stakeholders; manage difficult conversations professionally.

Paid Media Strategy & Performance Expertise: Bring advanced, hands-on knowledge of Google Ads, including Search, Performance Max, campaign structure, bidding, budgets, targeting, conversion tracking, optimization, and reporting. Demonstrate strong expertise in Meta Ads, including campaign objectives, audiences, creative testing, optimization, and performance measurement. Interpret campaign performance, attribution, lead quality, conversions, cost per acquisition, and return on advertising spend; translate data into clear business recommendations. Proactively identify performance concerns and improvement opportunities, working with advertising specialists to develop action plans. Confidently explain paid-media strategy and results to clients, including realistic timelines, limitations, and opportunities for improvement.

Account Oversight & Service Delivery: Oversee client programs across Google Ads, Meta Ads, Google Business Profile (Booster), local SEO, website development, geofencing, AI call centers, SMS and email marketing, reputation management, and future offerings. Coordinate clients, internal fulfillment teams, and external vendors to ensure timely, accurate delivery. Track requests, deadlines, deliverables, and client commitments in ClickUp and other systems; escalate and resolve blockers. Keep account records current and provide leadership with visibility into client status, outstanding issues, and retention risks. You will not necessarily execute these services personally; you will be accountable for oversight, client communication, and delivery coordination.

Account Expansion & Upselling: Achieve a minimum of two successful upsells per month through relevant, needs-based recommendations. Identify opportunities to introduce SEO, Meta Ads, websites, AI services, or other complementary solutions based on client goals and demonstrated results. Use thoughtful timing: generally allow new Google Ads clients approximately 3–4 months to see results before introducing SEO or other additional services. Lead consultative upsell and cross-sell conversations, explain value and pricing, and coordinate approvals and service activation. Encourage referrals and long-term account growth without compromising client trust or retention.

Flexible Sales & Outbound Support: Support warm-lead follow-up, inbound inquiries, referrals, reactivation, discovery calls, and new-business closings when assigned. Provide flexible outbound prospecting and lead research support for Eric and the sales team when business needs warrant it. Book qualified cold-outreach meetings when assigned, with the applicable $100 per meeting incentive. Maintain accurate CRM records and ensure a smooth transition from closed opportunities to onboarding. Outbound support is not a fixed 2–3 hours per day or a set percentage of this role; account management remains the priority.

Process Improvement & Operations: Identify opportunities to improve client experience, account tracking, reporting, and internal communication. Use AI and automation tools to reduce administrative work while maintaining accurate client records. Document workflows, best practices, and action items; contribute to accountability and continuous improvement.

What Success Looks Like: Client engagement: every assigned client receives documented proactive contact at least once every 30 days. Retention and satisfaction: strong account health, prompt issue resolution, and proactive churn prevention. Paid-media expertise: confident, accurate interpretation of Google Ads and Meta Ads results and actionable recommendations. Account growth: at least two successful client upsells each month, with appropriate timing and client fit. Operational accountability: complete CRM/ClickUp records, reliable follow-through, and timely service coordination. Sales flexibility: meaningful support for assigned lead generation or new-business opportunities without sacrificing account ownership.