Senior account manager - digital marketing

Senior Account Manager – Digital Marketing

Location: Ahmedabad / Remote – India

Experience: 7+ Years

Industry: Digital Marketing Agency

Employment Type: Full-Time

Working Hours: 5:30 AM – 2:45 PM IST

About the Role

We are looking for an experienced Senior Account Manager – Digital Marketing to manage a portfolio of international clients, with a strong focus on client relationships, retention, account growth and overall account health.

The ideal candidate should have strong digital marketing agency experience, excellent client communication skills and the ability to coordinate multiple internal teams while acting as a strategic partner to clients.

Key Responsibilities

Client & Account Management

Manage a portfolio of approximately 30–40+ active digital marketing clients. Serve as the primary point of contact for clients and build long-term relationships with business owners and key decision-makers. Lead client onboarding, strategy meetings, campaign reviews and regular account check-ins. Understand clients' businesses, goals, target audiences, competitors and marketing objectives. Clearly communicate campaign performance, deliverables, priorities and next steps. Proactively provide updates and maintain consistent client communication.

Client Success & Retention

Take ownership of overall client satisfaction, retention and account health. Identify potential dissatisfaction, performance concerns and churn risks at an early stage. Develop recovery plans with internal teams for at-risk accounts. Handle client concerns, objections and escalations professionally. Ensure agreed deliverables and timelines are being met. Maintain strong client relationships even during periods of underperformance.

Account Growth & Revenue

Identify genuine upsell and cross-sell opportunities based on client requirements. Recommend relevant services such as: SEO Google Ads Meta Ads Local SEO Website Development CRO AEO/GEO Social Media Marketing AI-powered marketing solutions Work with internal specialists to develop account expansion opportunities. Contribute to increasing recurring revenue from existing accounts. Identify opportunities for client referrals, reviews, testimonials and case studies.

Digital Marketing Strategy

Develop a strong understanding of each client's overall digital marketing strategy. Review campaign performance, reports and recommendations before presenting them to clients. Understand key digital marketing metrics and communicate performance in clear, business-focused language. Coordinate with SEO, Paid Media, Website Development, Design and Content teams. Ensure recommendations and execution remain aligned with client objectives.

Service Delivery & Internal Coordination

Act as the communication bridge between Australian clients and offshore delivery teams. Ensure internal teams understand client objectives, priorities, deadlines and expectations. Follow up on tasks and deliverables and identify potential delays or delivery issues early. Maintain clear action items, ownership and deadlines after client meetings. Escalate critical delivery or performance issues to management when required. Collaborate effectively with specialists rather than attempting to personally execute every technical task.

Account Management & Operational Excellence

Maintain accurate client records, meeting notes, action items and follow-ups in the CRM. Keep account information, expectations and deliverables updated. Follow established account management processes and maintain proper documentation. Prepare thoroughly for client meetings and ensure each meeting has clear outcomes and next steps. Continuously identify opportunities to improve client experience, account efficiency and retention.

What We're Looking For

7+ years of overall professional experience, with strong experience in digital marketing agency account management/client servicing. Proven experience managing multiple digital marketing clients simultaneously. Experience working with Australian clients is highly preferred. Strong understanding of digital marketing services, particularly SEO, Google Ads, Meta Ads, Local SEO, AEO/GEO, Website Development and Social Media Marketing. Proven experience in client relationship management and account retention. Demonstrated ability to identify and drive upsell and cross-sell opportunities. Strong commercial awareness and understanding of recurring revenue/account growth. Excellent verbal and written communication, presentation, negotiation and relationship-building skills. Ability to confidently handle difficult client conversations and escalations. Strong organisational, project management and follow-up skills. Ability to coordinate multiple internal teams and keep projects moving. Comfortable working with Australian clients and offshore delivery teams. Proactive, self-motivated and accountable. Ability to understand digital marketing performance and translate it into clear business-focused communication.

Key Performance Indicators (KPIs)

Client Retention Rate Revenue Retention Account Renewal Rate Client Satisfaction Upsell & Cross-sell Revenue Account Growth Client Referrals & Reviews Escalation Resolution Campaign & Deliverable Follow-up CRM & Process Compliance Client Meeting Quality Overall Portfolio Health