Director of Account Management

Director of Account ManagementAbout LSM

LSM is an award-winning digital marketing agency specializing in franchise systems and multi-location businesses across the United States. For nearly 20 years, we've helped brands grow through SEO, paid media, social media, website development, content marketing, analytics, and digital strategy.

We're entering an exciting new chapter of growth and are looking for an experienced Director of Account Management to help lead our client services organization.

This is a fully remote position. Candidates located in or near Nashville, Tennessee are preferred, although exceptional candidates anywhere in the U.S. will be considered.

Position Summary

The Director of Account Management is responsible for leading, coaching, and developing LSM's Account Management team while ensuring exceptional client experiences and long-term client retention.

This individual will serve as both a leader and strategic partner—helping clients achieve measurable business results while building processes, improving communication, mentoring account managers, and creating a culture of accountability and excellence.

The ideal candidate thrives in a fast-paced agency environment, enjoys solving complex client challenges, and loves developing people into high-performing account managers.

This role reports directly to the CEO.

Key ResponsibilitiesClient Leadership

• Own the overall health, retention, and satisfaction of LSM's client portfolio.
• Build trusted relationships with key client stakeholders.
• Lead strategic client meetings and executive business reviews.
• Participate in difficult client conversations and escalations.
• Ensure every client has a clear strategy, defined goals, and measurable success metrics.

Team Leadership

• Hire, coach, mentor, and develop the Account Management team.
• Conduct weekly one-on-one meetings with direct reports.
• Improve communication, accountability, and overall team performance.
• Develop career paths and training plans for account managers.
• Foster a positive, collaborative, and client-first culture.

Operational Excellence

• Improve agency processes and client workflows.
• Ensure projects remain on schedule and within scope.
• Partner closely with Operations, Paid Media, SEO, Creative, Web Development, and Sales teams.
• Help improve onboarding processes and overall client experience.
• Review client reporting to ensure it tells a meaningful story and provides actionable recommendations.

Revenue & Growth

• Drive client retention and long-term account growth.
• Identify upsell and cross-sell opportunities across existing accounts.
• Assist the sales team with onboarding and transition of new clients.
• Monitor client profitability and resource allocation.
• Help improve forecasting and account planning.

Leadership

• Participate in agency leadership meetings.
• Help establish departmental goals and KPIs.
• Recommend improvements to systems, reporting, staffing, and client communication.
• Serve as a strategic partner to the CEO in helping grow the agency.

What Success Looks Like

Within your first 6–12 months, you'll have:

• Improved client retention.
• Increased client satisfaction.
• Developed a stronger, more confident Account Management team.
• Reduced client escalations.
• Built consistent reporting and communication standards.
• Created scalable processes that support continued agency growth.
• Freed agency leadership to focus more heavily on strategic growth initiatives.

Qualifications

• 7 years of experience in Account Management, Client Success, or Client Services.
• 3 years managing people.
• Digital marketing agency experience strongly preferred.
• Experience working with multi-location businesses or franchise brands is a major plus.
• Strong understanding of SEO, Paid Media, Social Media, Websites, Analytics, and Digital Marketing.
• Excellent written and verbal communication skills.
• Outstanding organizational and project management abilities.
• Comfortable leading executive-level client conversations.
• Strong financial awareness, including understanding client budgets, profitability, and agency operations.

Who You Are

• Calm under pressure.
• Highly organized.
• Positive and solution-oriented.
• A strong coach and mentor.
• Extremely accountable.
• Comfortable making decisions.
• Proactive rather than reactive.
• Excellent communicator.
• Naturally curious and always looking for ways to improve.
• Passionate about building great client relationships.

Benefits

• Fully remote work environment.
• Flexible Paid Time Off.
• Health, Dental, and Vision Insurance.
• 401(k).
• Monthly wellness reimbursement.
• Professional development opportunities.
• Opportunity to help shape the future of a growing national agency.

Compensation

$90,000–$120,000 annually, based on experience, plus performance-based bonus opportunities.