Director of Accounts

The Director of Accounts will lead and scale a division of the Account Management function, owning client relationships, campaign performance, team development, and financial outcomes for a portfolio of law-firm clients. You’ll partner closely with Sales, SEO, Content, Paid Media, Organic Social Media, Design & Dev, and Technical teams to deliver end-to-end SEM strategies (content, technical optimization, keyword strategy, and paid channels) that drive aggressive, measurable growth. This role is a senior, client-facing leadership position that acts as the escalation point for complex client situations and is responsible for retention, growth, and operational excellence. Responsibilities • Lead and grow the Account Management team: hire, onboard, coach, set goals, run regular 1:1s and performance evaluations. • Own client retention and growth across your team’s portfolio and act as the client escalation point alongside Account Managers. • Help build and manage client budgets and forecast spend to achieve client ROI and company revenue goals. • Collaborate with operations to ensure timely delivery of services and campaign milestones across cross-functional teams (SEO, Content, Ads, Technical). • Drive strategic, high-value client conversations (quarterly business reviews, roadmaps, upsell/cross-sell opportunities). • Define and track KPIs and success metrics (retention, MRR, client satisfaction, on-time delivery, campaign performance). • Create, document, and continuously improve SOPs, playbooks and reporting for the Accounts team. • Provide structured feedback, career development and training to Account Managers, including run regular skills enablement. • Lead incident and escalation resolution, preserving client trust and ensuring root-cause remediation. • Produce executive-level reporting and communicate team progress, risks and opportunities to senior leadership. • Partner with Sales to ensure smooth handoffs and prioritization of client needs. Success measures • Client retention rate and MRR retention meet or exceed company targets. • Portfolio revenue growth (net new + expansions) increases year-over-year. • Client satisfaction / NPS scores improve. • Team KPIs and expectations are met consistently and to high quality standards. • On-time delivery and reporting across accounts. • Account Manager retention, promotion rate and competency improvements. • 5+ years of account management or client services experience at an agency or product company • 2+ years in a people-leadership role (or equivalent). • Proven track record managing teams of Account Managers and leading client-facing engagements. • Legal marketing experience with law firm clients. • Strong understanding of paid search, SEO, technical optimization, content strategy, and how these channels work together to drive outcomes. • Ability to work in high pressure client-facing consultations • Demonstrable experience building and managing budgets, forecasting, and reporting on financial/account performance. • Excellent written and verbal communication; comfortable presenting to executives and leading strategic client conversations. • Exceptional organizational and project management skills • Ability to self-direct and manage multiple projects simultaneously • Conflict resolution and escalation management experience; strong negotiation skills. • Great aptitude in building and maintaining customer relationships • Data-driven: experience defining and reporting against KPIs and using analytics tools (e.g., GA4, Search Console, reporting platforms). • Experience with CRM/PM tools (HubSpot, ClickUp or similar). • Bachelor’s degree in Business, Marketing, Communications, Sales or equivalent experience (BS/BA preferred — or equivalent work experience). • Preferred: Experience scaling account operations and building SOPs for growing teams. • Annual Salary of $100k • Work remotely from home • Unlimited PTO • $100 Wellness Reimbursement Program • 401(k) with 3% employer match (Safe Harbor) • 100% Health Insurance (including fully employer-funded coverage) • Career growth opportunities and a supportive coaching culture