Client Services - Mid Account Strategist

POSITION SUMMARYThe Mid Account Strategist owns a book of be Marketing's mid-tier clients: typically, $1,250 to $4,000 MRR across home services and healthcare. The seat is responsible for retention, growth, and the delivery coordination that makes both possible. This seat exists at the mid-tier because clients in this range need more than a coordinator but less than the strategic attention the Senior Account Strategist provides. They need an AM who knows their business, manages their delivery, and proactively identifies growth opportunities before the client asks. The structural reason this seat exists: mid-tier clients are the agency's largest segment by count and represent significant aggregate MRR. Losing mid-tier clients to service gaps or stagnation is a margin problem. This seat protects that base and grows it. MISSIONProtect and grow the mid-tier book. By the end of 12 months in seat: NRR at 100%+ across the book; retention at 95%+; at least one upsell per quarter; documented growth plan per account reviewed quarterly; and a clear trajectory toward Senior Account Strategist. KEY RESPONSIBILITIES5 accountability areas. Each is owned by this seat, not shared. Account Growth and NRROwn net revenue retention on the assigned mid-tier book. NRR at 100%+ across the book. Documented annual growth plan reviewed quarterly with the client. Expansion conversations happening on cadence. At least one upsell or expansion per quarter. Client Retention Retention at 95%+ trailing 12 months. NPS 40+. Churn risks flagged 30+ days early. Save plays documented when used. The client relationship is owned by this seat. Project Coordination Delivery on budget AND on time on 80%+ of projects. Weekly Delivery sync operational. Scope creep flagged within the cycle. AM does not do Delivery work. Client Communication Monthly reports on time with performance, insights, and recommended next steps. Clients understand account direction. NPS measured per account. Growth Trajectory Building toward Senior Account Strategist. Development plan documented with DOCS. Demonstrating Sr-level work on at least one account within 6 months. REQUIRED BACKGROUNDEducation and Experience- 2+ years in account management in a digital marketing agency or services business- Has managed a book of mid-tier retainer clients with documented retention outcomes- Comfortable reading campaign data and translating it into client-facing recommendations- Organized: manages multiple accounts with different schedules, deliverables, and contacts without dropping one Skills- Account management: proactively manages the relationship, does not wait for the client to ask- Campaign literacy: reads paid search, SEO, and social data well enough to have a strategic conversation- Client communication: professional, responsive, clear in writing and on calls- Coordination: works with Delivery leads without micromanaging; flags issues without absorbing them- Growth instinct: identifies expansion opportunities before the client asks Mindset (be Marketing Core Values)No Surprises Issues, risks, and slippage flagged before the client or manager has to ask. The team hears about problems from this seat, not from a client escalation. Judgment Over Policy Acts on what is right for the client and the team. Does not hide behind scope or the org chart. Makes the call and documents it. Run the Plan Knows the strategy, the timeline, and the outcome for every active project without scrambling. Deviations are documented and reviewed. Know Their Business Understands the client industry well enough to make recommendations, not just execute requests. Talks the client's business, not at them. KEY RELATIONSHIPSReports to Director of Client Services (DOCS)Direct Reports None. Peers- Senior Account Strategists -- coaching on shared accounts- Account Manager -- peer coordination on shared or adjacent client sets- Head of Delivery -- weekly delivery syncAUTHORITY AND DECISION RIGHTSAuthority and Decision Rights Codifies what this seat owns, what escalates, and what is explicitly out of scope. This seat decides Account strategy and communication cadence on assigned book. Report format and content. Scope-clarification calls within the documented service scope. Escalates to Churn risk (DOCS, 30+ days early). Scope expansion or pricing conversation (DOCS). Delivery issues beyond one missed deadline (Head of Delivery). Below-standard client situation (DOCS).Escalates to Visionary Strategic direction changes. Hiring and exits at Director level and above. Capital allocation decisions above documented thresholds. Out of scope Pricing and contract decisions (DOCS). Delivery execution (Delivery team). Creative direction (Creative Lead).Retention and Growth- Full client roster reviewed: every account has a current status, open issues, and next action- 1:1 cadence with DOCS established- Weekly Delivery sync operational on all assigned accounts- Growth plan draft started for every Tier 3-4 account- Monthly reporting cadence on schedule for all accounts- NPS baseline measured or scheduled for every account- At least one growth plan presented to a client- Churn risk inventory: any at-risk accounts identified and flagged to DOCS- NRR at 100%+ across book in trailing 90 days- Retention at 95%+- At least one upsell in progress or closed- Development plan documented with DOCS and first milestone tracked