Account Manager

The Role

As an Account Manager at BRIGHTSCOUT, you'll be the connective tissue between clients, delivery, and sales — guiding relationships with care and strategic intent. You'll act as both partner and protector: ensuring clients feel heard and supported, while our teams stay focused and empowered to deliver great work.

You bring sharp business context to every engagement. You help clients see the bigger opportunity beyond the immediate project, anticipate tension before it turns into escalation, and lead tough conversations with empathy and conviction.

Note: This is the first hire for this role and is designed for someone who has already owned client relationships and commercial outcomes, and is comfortable defining standards rather than following them.

Responsibilities
Client Relationship Ownership

• Serve as the primary point of contact for relationship-level communication.
• Lead strategic touchpoints such as monthly check-ins and quarterly reviews.
• Keep engagement tone proactive, transparent, and collaborative.
• Catch sentiment shifts early and intervene before issues escalate.
• Ensure clients feel supported and guided at all times.

Expectation Management & Escalation Handling

• Step in when expectations drift, communication breaks, or tensions rise.
• Reframe unclear or unrealistic requests into structured direction for PMs.
• Protect the team from scope creep by clarifying and reinforcing boundaries.
• Handle escalations and defuse conflicts before they reach leadership.

Strategic Account Leadership

• Understand each client's business context, roadmap, and goals.
• Identify and nurture upsell and expansion opportunities.
• Quality-check strategic alignment of major deliverables.
• Bring clarity to conversations about tradeoffs, scope, and timelines.

Commercial Conversations

• Partner with Sales on renewals, retainers, and new project discussions.
• Collaborate with PMs to assess account health and upcoming needs.
• Communicate the "why" behind changes in scope, timeline, or resourcing.
• Coordinate SOW updates and change orders.
• Maintain awareness of budget direction.

Support for Delivery

• Ensure PMs have the context they need for smooth delivery.
• Participate in kickoffs, milestone reviews, and retros as the relationship lead.
• Help PMs uphold process standards by setting clear client expectations.

Requirements

• 6+ years of experience in Account Management, Client Success, or Partnerships within a digital, creative, or product agency serving B2B technology clients.
• Solid working understanding of design, engineering, and digital delivery workflows (how work is scoped, built, reviewed, and delivered).
• Experience partnering closely with PMs and Sales to manage renewals, expansions, and change orders, keeping the account on track commercially and strategically.
• Proven ability to own complex client relationships end-to-end, including senior stakeholders and multi-threaded accounts.
• Strong expectation-setting and scope discipline — able to align priorities, clarify boundaries, and keep work on track without damaging trust.
• Skilled in navigating difficult or ambiguous conversations (feedback, delays, tradeoffs, tension) with empathy and clear leadership.
• Highly organized and proactive, with strong habits for structured communication, documentation, and follow-through.
  
  

Our Values

• Lead with Heart: We build honest, trusting relationships and care for each other.
• Break Convention: We seek bold ideas, we transform fearless creativity into tangible results.
• Bring Order to the Chaos: We transform complexity into clarity.
• Be a Champion: We strive for excellence.
  
  

Why Us

• Unlimited PTO: Enjoy a truly flexible work-life balance with our unlimited paid time off policy. Take the time you need to recharge and perform at your best.
• Remote Work: Work from anywhere We embrace remote work, giving you the freedom to choose your ideal work environment.
• Flexible Schedule Tied To Project Needs: We understand that life happens. Our flexible schedules, aligned with project milestones, allow you to manage your time effectively and achieve your best results.
• Salary in USD: Receive competitive compensation in USD.
  
  

Interview Process

1. Resume Review.
2. Screening Interview by Talent Team.
3. Personality Test.
4. Interview w/ Co-Founder (Head of Design).
5. Interview w/ Operations Manager and Co-Founder (Head of Technology).
6. Final Selection and Offer.
   
   

Ready to Elevate your Career at Brightscout?

At Brightscout, we value more than skills and experience; we seek individuals who embody kindness, empathy, and collaboration in their work. We believe these qualities contribute to the team and the company's overall success.

Brightscout is an equal opportunity employer and values diversity. We prohibit discrimination and harassment based on race, religion, color, national origin, sexual orientation, gender identity or expression, age, marital status, veteran status, or disability status. We are committed to creating an inclusive environment for all employees and encourage all qualified candidates to apply.