Senior Account Manager

Lokal (https://lokalhq.com) is a dynamic and growing digital marketing agency for home service contractors.

We work with residential HVAC, Plumbing, Roofing, and Electrical companies to drive growth and make confident decisions to scale.

We are looking for a results-driven, strategic-minded, client-obsessed professional eager to join our team as a Senior Account Manager.

We implement Website Design, Google Business Profile Optimization, Search Engine Optimization (SEO), Online Advertising (PPC, YouTube), and SMS / Email Campaigns.

• Customer-first. We obsess over our clients and their customers. All focus is to help them succeed and grow.
• Own it. Make informed decisions and prioritize important things.
• Learn forever. Things are moving quickly. We are lifelong learners. Take time to reflect, learn, and grow—from colleagues and the outside world.
• Fail fast. Test and learn. Fail quickly and learn from our failures.
• Succeed together. We celebrate team success, building trust and valuing the diverse perspectives of others.
• Do the right thing. Always and forever.

The Senior Account Manager builds and maintains strong client relationships while serving as the primary point of contact between clients and internal teams. This position works alongside our PPC, Web Design, GBP, and SEO / Content Marketing Teams to ensure clients achieve measurable business growth and exceptional ROI.

We’re looking for a skilled relationship builder with strong communication and problem-solving abilities. Someone who is passionate about client success and keeping our contractor clients informed and thrilled with their results.

Day-to-day, the primary responsibility is to manage client relationships, translate client requests and objectives into actionable marketing initiatives, and ensure seamless delivery of marketing services that generate qualified leads and revenue.

The ideal candidate has experience in account management and digital marketing for home services, and understands the unique challenges contractors face—including contractor economics and how emergency vs. planned services affect marketing strategy and client expectations.

You'll ensure all services (PPC, SEO, Web Design, Reputation Management) work together cohesively to drive client results and satisfaction, while supporting the execution of client success processes and maintaining systems for client communication and reporting.

• Serve as the primary point of contact for assigned client accounts, building trust through consistent and proactive communication
• Conduct regular client check-ins, performance reviews, and planning sessions to ensure alignment with client goals
• Translate complex marketing performance data into clear business impact and ROI for contractor clients
• Manage client expectations, address concerns proactively, and escalate issues when necessary
• Identify opportunities for account growth, including cross-sell/upsell of new services and adjustments to current services
• Champion client needs internally and ensure delivery teams have the context needed to execute effectively

• Collaborate with internal teams to ensure campaigns are delivered on time and aligned with client objectives
• Monitor campaign performance and flag underperforming accounts or opportunities for optimization
• Ensure all deliverables meet quality standards and reflect the client's brand and business goals
• Coordinate project timelines, approvals, and feedback loops between clients and internal teams

• Prepare and deliver regular performance reports that clearly communicate results and next steps
• Document client interactions, decisions, and action items in CRM and project management tools
• Maintain organized client records including contracts, onboarding materials, and communication history
• Follow standardized communication cadences and use approved templates for client-facing materials

• Support smooth client onboarding by gathering business information, setting expectations, and coordinating kickoff meetings
• Identify at-risk accounts early and communicate concerns to leadership with recommended next steps
• Contribute to client retention efforts through attentive service and relationship building

• Follow and help refine account management SOPs and best practices
• Provide feedback to leadership on process improvements and client service opportunities
• Track personal performance against KPIs including client satisfaction, retention, and response times

• Stay current with home services industry trends, contractor challenges, and digital marketing best practices
• Participate in team training, professional development, and internal knowledge sharing
• Support case study development and client testimonials when appropriate

• Deep understanding of digital marketing services (PPC, SEO, Web Design, Reputation Management)
• Experience with home services industry business models, metrics, and challenges
• Proficiency in CRM platforms and project management tools
• Familiarity with contractor management systems: ServiceTitan, HouseCall Pro, Field Edge, Jobber, etc.
• Strong data analysis and reporting skills (Google Sheets/Excel, Google Analytics, reporting dashboards)
• Exceptional written and verbal communication skills
• Strategic thinking and business acumen
• Conflict resolution and problem-solving abilities
• Strong organizational and time management skills
• Comfort with AI tools and productivity optimization
• Presentation skills for executive-level client conversations
• Understanding of contractor KPIs: booking rate, average ticket, revenue per job, customer acquisition cost

• 2-5 years of client success, account management, or client services experience
• Experience in an agency environment or managing B2B service relationships
• Background in home services, local services, or contractor marketing (strongly preferred)
• Demonstrated success improving client retention, satisfaction, and account growth
• Self-motivated professional who thrives in a remote work environment and takes ownership
• Empathetic listener who builds trust and lasting relationships
• Flexible and adaptable to changing client needs and agency priorities
• Eagerness to learn new tools, platforms, and industry best practices

This is a remote position. We are only seeking candidates who live in Eastern or Central Time Zones. Our workday is aligned with normal business hours in the Eastern Time Zone for easy collaboration and timely communication.

We currently have team members in Boston, Chicago, Detroit, St. Louis, and Cincinnati.

Candidates will be required to complete a video interview when applying.

• Competitive salary commensurate with experience
• Performance bonuses (client retention and account growth)
• Bright, passionate, and very talented team
• Genuine focus on a healthy work-life balance
• Autonomy, responsibility, and creative freedom
• Work from home with gear provided
• Simple IRA with 3% matched by Lokal
• 3 weeks PTO per year
• Government holidays (~10/year)
• Holiday PTO: Christmas to New Years; 3 days over Thanksgiving
• Health, dental, & vision insurance available
• Budget for professional growth & continuing education
• Summer hours: half-day Fridays during summer

Competitive, with performance bonuses Based on experience and proven client success results

If you are interested in this position, please follow the steps below. Any submission that does not follow these steps will not be considered.

1. Use "client lifetime value" as your response subject or mention it in your message to be considered for review.
2. Send a DM with your interest. Please be thoughtful and include a specific example of how you've improved client retention or grown account revenue at a previous company (results and strategy).
3. Submit a resume customized to this position that highlights your client success and account management experience.
4. Include an applicable case study discussing client challenges, your approach, results achieved, and before/after metrics from a relevant initiative.

Email: jobs@lokalhq.com