Sr. Manager, Account Management

Core Responsibilities 

Leadership & Team Development 

• Lead, coach, and develop a team of 3–5 Account Managers and Senior Account Managers through regular feedback, career development planning, and performance management. 

• Foster a high-performance culture focused on accountability, customer success, collaboration, and continuous improvement. 

• Establish clear goals, success metrics, and development plans for each team member. 

• Partner with leadership on hiring, onboarding, succession planning, and organizational development. 

Client Success & Commercial Growth 

• Own the overall health, retention, and commercial growth of the team’s assigned portfolio. 

• Support strategic client relationships and participate in executive-level customer engagements and escalations. 

• Ensure consistent execution of account planning, business reviews, renewal strategies, adoption initiatives, and growth opportunities. 

• Partner closely with Sales to identify expansion opportunities and maximize customer lifetime value. 

Operational Excellence 

• Drive standardized account management processes, documentation, and best practices across the organization. 

• Monitor portfolio health, customer satisfaction, adoption metrics, operational risks, and key performance indicators. 

• Identify opportunities to improve efficiency, scalability, and service delivery. 

• Ensure successful adoption and communication of new products, platform enhancements, and operational changes. 

Cross-Functional Leadership 

• Represent Account Management within cross-functional initiatives, product launches, go-to-market programs, and strategic company projects. 

• Partner with Product, Engineering, Operations, Sales, and Customer Success to advocate for customer needs and influence product direction. 

• Provide customer insights that inform roadmap prioritization, commercial strategy, and operational improvements. 

Business Leadership 

• Develop executive summaries and business updates for senior leadership. 

• Analyze portfolio performance and recommend strategic actions to improve retention, operational efficiency, and revenue growth. 

• Represent FreeWheel at customer meetings, industry events, and strategic partner engagements. 

• Exercise sound judgment, prioritize effectively, and operate independently within a fast-paced environment. 

Required Qualifications 

• Bachelor’s degree or equivalent professional experience. 

• 7+ years of experience in Account Management, Client Success, Publisher Development, or Customer Success within digital advertising, ad technology, media, or SaaS. 

• 3+ years of experience leading and developing Account Management, Client Success, or Customer-facing teams. 

• Experience managing enterprise customer relationships and executive stakeholders. 

• Demonstrated ability to lead cross-functional initiatives across Sales, Product, Engineering, Operations, and Customer Success. 

• Strong analytical, communication, presentation, and problem-solving skills. 

• Proven ability to prioritize multiple initiatives and lead effectively in a fast-paced, matrixed organization. 

Preferred Qualifications 

• Experience supporting publishers, broadcasters, streaming platforms, or other media companies. 

• Strong understanding of the digital advertising ecosystem, including programmatic advertising, CTV/video, ad serving, SSPs, DSPs, and publisher monetization. 

• Experience managing customer renewals, retention, expansion, or revenue growth initiatives. 

• Experience building scalable operational processes, account management frameworks, or customer success programs. 

• Familiarity with CRM and customer success tools such as Salesforce, Gainsight, Asana, or similar platforms. 

• Demonstrated experience building or improving account management processes, operating models, or customer success programs that increased team effectiveness or customer outcomes.