Location: Fully Remote (UK, EU, or North America)
Commitment: Full-time
Time zone: UK/EU preferred; EST overlap required if based in North America
Reports to: C‑Suite Leadership (CEO/COO)
About Adcrate
Adcrate is a fast‑growing, AI‑driven performance creative agency helping eCommerce and digital product brands scale through high‑performing content and paid media systems.
We build premium creative that converts, powered by strategic thinking, data, and fast iteration. Our team blends strategists, editors, and performance leads - lean, smart, and obsessed with quality.
We’re remote, collaborative, ambitious, and building the future of creative‑first growth.
The Role
We are hiring a Senior Account Manager / Head of Accounts to lead our Account Management function and elevate the client experience at Adcrate.
This is a leadership‑track role for someone who wants to:
- Own client success, communication quality, and retention
- Build the systems, standards, and processes for the Account Management function
- Coach and lead Account Managers (now + as we scale)
- Be the escalation and quality control point between clients, creative, and performance teams
- Ensure clients feel deeply supported, informed, and guided
- Today, we have Account Managers who handle day‑to‑day comms – your job is to make their function world‑class while also leading key client relationships yourself.
What You’ll Be Doing
- Act as senior point of contact for key client accounts
- Manage escalations, tricky conversations, and relationship recovery
- Ensure consistency in tone, clarity, confidence, and expectations across all AM communications
- Strengthen the premium client experience Adcrate is known for
Team Leadership & Coaching
- Run weekly AM syncs + develop playbooks, scripts, and SOPs
- Train AMs on communication, expectations, objection handling, escalation paths
- Support hiring and onboarding new AMs as we scale
Systems & Operations
- Onboarding frameworks
- Client reporting templates and cadence
- Feedback and approvals process
- Communication standards
- Work closely with creative strategy, performance, and operations teams to ensure smooth delivery
- Oversee the transition of PM responsibilities away from AMs as PMs come online
Commercial & Retention Impact
- Monitor client sentiment and account health weekly
- Proactively improve client stickiness and renewal rates
- Manage scope boundaries and identify growth opportunities
- Partner with leadership on pricing and value communication
What Success Looks Like
- High client satisfaction and NPS
- Improved retention & reduced churn
- Standardised, scalable client communication frameworks
- Smooth collaboration between AMs ↔ Strategists ↔ Performance
- AM capability & confidence increases
- Reduced founder involvement in client comms/escalations
Who You Are
- 3–5+ years experience in account/ client services in a creative, paid media, or performance‑driven agency
- A calm, confident communicator who can guide clients and teams
- Emotionally intelligent, structured, and proactive
- Skilled at expectation‑setting and difficult conversations
- Obsessed with clear communication and premium service
- Experience managing or mentoring account talent is a big plus
- Systems thinker - not just doing the work but improving the machine
Tools You’ll Use
- Slack
- Notion
- Google Workspace
- Loom
- (If you don’t know some of these - attitude matters more than tools.)
- Fully remote team with a high‑performance culture
- Annual team retreat
- Fast‑growing company = fast growth in your role
- A supportive, smart, and ambitious team
- A place where your ideas actually get built - quickly
Why This Role Matters
You are the glue between our clients and our creative + performance engine.
You will shape what a “premium creative agency experience” means at scale.
This isn’t just account management - you are building the Account function of a category‑winning agency.
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