Client Services Manager - Website Design & Development

Summary

Join Urban Insight, a leading digital agency, as a Client Services Manager and play a pivotal role in driving client success and growth. You will be responsible for managing key accounts, fostering strong client relationships, identifying new business opportunities, and providing strategic advisory services. This role requires a proven track record in client services or account management within website design and development, particularly with Drupal, WordPress, and Headless architectures. You will be responsible for ensuring client satisfaction, maximizing account retention, and contributing to the overall growth of the company.

Requirements

• 5+ years of experience in client services or account management within website design and development (Drupal, WordPress, Headless architectures preferred)
• Proven success managing client renewals, expanding accounts, and negotiating proposals and contracts
• Exceptional communication skills with the ability to simplify complex concepts and build trust with technical and non-technical stakeholders
• Strong organizational, time management, and problem-solving skills in a fast-paced, deadline-driven environment
• Highly self-motivated, with a positive, collaborative attitude, and comfortable working independently and cross-functionally
• Passion for client services / account management, digital technology, and delivering outstanding service

Responsibilities

• Client Relationship & Retention Strategy: Own the end-to-end client relationship and lifecycle for key accounts—from onboarding to renewal—ensuring exceptional service delivery, strategic alignment, and retention through proactive engagement and planning
• Account Growth & Opportunity Development: Identify and lead new business opportunities within existing accounts, including writing proposals and Statements of Work (SOWs), conducting account mapping, and leading upsells and renewals
• Strategic Advisory & Technical Enablement: Serve as a trusted strategic advisor to clients by aligning their business goals with Urban Insight’s technical expertise and web development capabilities, helping them realize the full value of their investment
• Client Advocacy, Risk Mitigation & Resolution: Act as the voice of the client across internal teams, surface meaningful feedback to improve service and solutions, and take ownership of issue resolution and risk mitigation to ensure account health and satisfaction
• Process Optimization & Reporting: Maintain detailed client records and activity in CRM tools, build repeatable processes for success, and lead the development of Urban Insight’s client success frameworks and KPIs
• Built strong, trust-based relationships with key client stakeholders and internal project managers through regular engagement and active participation in client meetings
• Developed strategic account plans for at least 3 key clients, conducted 2 QBRs, and identified a minimum of 3 upsell or cross-sell opportunities
• Evaluated and improved the client onboarding experience, delivering recommendations for process updates
• Completed a 90-day performance review, reflecting on progress made and outlining a clear action plan for the next phase
• Achieved a 95% client retention and gross revenue retention rate across your client portfolio, contributing to Urban Insight’s overall growth targets
• Generated $370,000 in expansion revenue from existing accounts with 8 projects closed
• Established yourself as a strategic advisor, securing at least 10 client referrals and contributing to measurable improvements in client satisfaction scores
• Created and implemented scalable client success plans and processes across Urban Insight’s client base, while supporting leadership in complex client situations and strategic growth opportunities

Benefits

• We take on interesting, meaningful projects for appreciative clients
• We offer a flexible working environment - work from anywhere in the United States
• We work with you to create a career path that works for you
• The average employee tenure is 6.5 years
• We're stable and growing. We've been in business for 24+ years and continue to grow each year
• We offer a casual and flexible working environment with plenty of opportunities for growth for the right candidate
• We believe in a reasonable life/work balance and enjoy 40-hour work weeks
• We allocate resources and time for training and professional development
• We have weekly events to keep the team connected: Lunch & Learns, Lightning Demos, Game Breaks
• Total annual compensation: $85-110K + commissions (On-track earnings of approx $125K)
• Available fully remote with some travel required
• Medical, Dental & Vision insurance (Employer selected plan, paid at 95%)
• 15 days of PTO increasing to 20 days after 4 years
• Holiday time off (10 days per year)
• Company-sponsored 401(k) plan with employer match
• Short Term Disability (100% employer-paid for EE's outside of CA)
• An annual customized training plan and time to study
• Performance and compensation reviews annually