What are the responsibilities and job description for the Client Account Manager position at Short Form Media?
About This Role
Short Form Media produces video and podcasts for executives, founders, and CEOs. 500 videos a month, 25 clients, 800M views. Our clients are high-profile operators who expect speed, quality, and someone who treats their business like it matters. We're looking for a Client Account Manager who loves content, loves keeping people happy, and whose idea of inner peace is a perfectly organized ClickUp board with every task assigned, every deadline clear, and zero overdue items.
The Role
You'll own a pod of 8-12 clients end to end. Primary point of contact for onboarding, communication, deliverable oversight, scope management, and retention. You'll work closely with Creative Directors, editors, and operations to keep projects moving and clients thrilled. Simply put, you keep the trains running.
Key Responsibilities
Client Communication
- Respond to every client request with substance the same day. No placeholder emails.
- Own the communication cadence for your pod. Proactive updates on status, next steps, and timelines.
- Maintain clear records of all client communications and key interactions
Client Onboarding
- Guide new clients through onboarding: workflows, timelines, expectations from day one.
- Set up client profiles and brand guidelines in ClickUp, Airtable, and internal systems.
- Coordinate with Creative Directors and operations for a smooth handoff from sales to production.
Client Meetings and Relationship Management
- Be the face of SFM on client calls. Run check-ins, present updates, follow up with written recaps.
- Build strong relationships with every client. Proactively gather feedback and surface opportunities.
- Identify at-risk clients early and escalate to leadership with context before it becomes a fire.
- Drive retention through responsiveness, results, and clear communication.
Growth and Upsells
- Identify opportunities to expand scope with existing clients when the timing is right.
- Work with leadership to propose upsells, add-on services, or expanded packages.
- Track client satisfaction so we can address churn risks and capitalize on growth
Deliverables, Coordination, and Reporting
- Monitor production timelines and coordinate with editors and CDs to flag delays.
- Review deliverables before they reach clients. Track approvals and follow up on feedback.
- Know your client's contract and scope inside and out. Flag scope creep early.
- Bridge the gap between clients and our production team. Own the communication chain.
- Provide clients with regular updates on content output and performance.
- Document every key interaction so leadership has a full paper trail at any time
What Success Looks Like
- No client ever has to chase you for an update. They hear from you before they think to ask.
- Deliverables go out on time, every time. When something is at risk of slipping, you've already flagged it and have a plan.
- Clients renew because they feel taken care of, not because they forgot to cancel.
- You identify at least one upsell or expansion opportunity per quarter across your pod.
- Your ClickUp boards are clean, your records are airtight, and anyone on the team can pick up where you left off.
- Leadership never gets blindsided. At-risk situations surface early with context
Qualifications
Required
- 2 years in client account management, ideally at a content, media, or creative agency
- Exceptional written and verbal communication skills
- Strong organizational skills, able to manage 8-12 clients simultaneously
- Self-starter who takes ownership and works independently
- Full-time availability during EST business hours
Preferred
- Experience at a video content, social media, or digital marketing agency
- Familiarity with short-form platforms (TikTok, Reels, YouTube Shorts)
- Understanding of content production workflows
- Comfort with AI tools and willingness to learn AI-assisted workflows
Who This Role Is NOT For
Anyone who struggles to manage multiple priorities or deadlines
Someone uncomfortable with high-volume client communication
Those who need constant direction or prefer a rigid, task-only environment
Anyone without prior account management or client-facing experience
What You'll Get
Full-time remote role (Miami-based preferred)
A portfolio of interesting clients: executives, founders, and creators
Clear workflows and systems that actually work
Work with an awesome team. No a**holes allowed at SFM.
Opportunity to grow with a fast-moving company
How to Apply
Send the following to mira@shortformmedia.co:
- Your resume
- A brief overview of the clients or accounts you've managed
- Your expected salary range