Account Director

About the role

The Account Director will lead and grow a portfolio of strategically important enterprise customers within a global creative services environment. This role involves owning the customer relationship from initial scoping through delivery, renewal, and expansion, while balancing strategic leadership with commercial growth. The position requires working closely with senior stakeholders and cross-functional teams to turn business objectives into scalable programs.

Responsibilities

• Own the end-to-end relationship for a portfolio of 5–10 enterprise customers, strengthening retention, expansion, and executive-level trust.
• Develop and execute strategic account plans that identify upgrade, expansion, and long-term growth opportunities.
• Lead renewal processes and commercial negotiations in collaboration with leadership.
• Build and maintain strong relationships with senior client stakeholders and procurement teams.
• Translate customer objectives and business needs into scalable creative programs and solutions.
• Partner with Project Managers and Producers to coordinate delivery across multiple workstreams and maintain a high-quality customer experience.
• Serve as the senior escalation point for complex customer issues, resolving challenges quickly while maintaining confidence and trust.
• Monitor account health, burn rates, pacing, performance, and profitability across assigned accounts.
• Develop ROI-focused business cases that clearly demonstrate the value and business impact of proposed solutions.
• Identify opportunities to use AI and automation to improve customer outcomes, efficiency, and delivery.
• Coach and develop Project Managers and Producers, strengthening delivery standards and customer management capabilities.
• Collaborate with Creative, Product, and Operations teams to align resourcing, priorities, and execution with customer needs.

Required skills

• Account management
• Client services
• Commercial acumen
• Stakeholder management
• Strategic planning
• Negotiation
• Project management

Qualifications

• 5–10+ years of experience in account management or client services within creative, marketing, digital, or related environments
• 3–5+ years of experience in an account leadership position

Benefits

• Remote-first working environment
• Mentorship
• Professional growth opportunities