Remote AVP, Client Growth & Retention

Smartbugoperatingllc

United States

On-site

USD 180,000 - 240,000

Full time

14 days+

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Job summary

SmartBug Media is seeking an AVP of Client Account Management to lead the health and growth of a strategic client portfolio. You will shape the Relationship Layer, turning AMs into trusted advisors who prevent churn and drive lifetime value across HubSpot-driven client engagements.

In this remote, senior leadership role, you will partner with Sales, Strategy, and Ops to align client goals with delivery, standardize the client journey, and ensure measurable outcomes through proactive governance,

Qualifications

Proven track record owning and improving NRR and GRR within an agency or professional services.
Ability to position client relationships as strategic partnerships.
Experience defining KPIs for proactive account management.
Ability to collaborate with PMO, Strategy, and Delivery leaders.
Strong conflict resolution and mediation skills.
Experience mentoring high-performing AM teams.
Experience leveraging the HubSpot ecosystem.

Responsibilities

Own Net Revenue Retention (NRR) and Gross Retention (GRR) metrics.
Design frameworks to elevate AMs from order takers to strategic partners.
Manage executive-level relationships with HubSpot partner ecosystem.
Identify opportunities for expansion and maximize client lifetime value.
Standardize and oversee the QBR process across the AM team.
Collaborate with Sales, Strategy to drive commercial growth and prevent scope creep.
Forecast churn risks using CRM data and drive data-driven decisions.
Lead and scale the AM organization to deliver excellence across portfolios.