Director, Account Management

Role Overview

• Lead, manage, and develop a team of Account Managers, building their skills in client management, upsell, and cross-sell.
• Build and implement a consistent account growth strategy in partnership with Sales.
• Drive change management initiatives within the team, introducing new ways of working, tools, and client frameworks.
• Implement team performance measurement processes that give the team — and leadership — clear visibility on what is and isn't working.
• Challenge the team to think about clients differently — focusing on long-term partnership and outcomes, not just day-to-day campaign management.
• Define and embed a consistent client experience framework across the Account Management team.
• Partner with the broader CS organisation to ensure client experience is consistent and high-quality across every touchpoint.
• Build and maintain relationships with agency trading desks and DSPs to unblock delivery issues and strengthen commercial partnerships.
• Collaborate with the Product and AI team to feed client insights back into the platform and advocate for improvements that drive better outcomes.
• Own senior-level renewal and upsell conversations, aligning with the agency partnerships team and sellers to identify and close growth opportunities.
• Oversee pre-launch preparation standards across the team — KPI documentation, IO sign-off, creative alignment, and risk review.
• Set expectations for in-flight communication quality, including weekly performance updates and value upsell opportunities, and rapid escalation of critical issues.
• Ensure deliverables, including campaign wrap reports, are delivered within SLAs and that post-campaign learnings and strategic recommendations feed into the next brief.

Requirements

• Experience managing and developing a team in a client-facing digital advertising or adtech environment.
• Strong commercial background — you understand how to grow accounts, upsell and cross-sell, build renewal pipelines, and coach teams to do the same.
• Experience working with or alongside agency trading desks and DSPs, with a strong understanding of the programmatic ecosystem and operations.
• A track record of implementing process improvements, tools, or frameworks that improved team performance, client experience and drove efficiency gains.
• Clear, confident communicator — equally effective in a client meeting, a cross-functional workshop, or a team coaching session.
• Nice to have: Experience with Product or AI teams in a feedback or collaboration capacity.
• Familiarity with audience/data marketplaces and platforms such as LiveRamp or TransUnion.
• Familiarity with brand measurement tools such as Kantar, Nielsen, or similar.

Benefits

• Hybrid working — Tues–Thurs in our Union Square office
• Self-managed vacation (no maximum)
• 1 month work-from-anywhere
• Healthcare
• 401k
• Summer Fridays (half-day Fridays, Memorial Day through Labor Day)
• LoopMe Gives Back
• Learning & development support, including internal mobility and bi-annual promotion cycles