Website & Client Strategist

Summary

Join Urban Insight as a Website & Client Strategist and help clients maximize their investment in web technologies and projects. You will bridge clients and the internal team, leading strategic planning, identifying new opportunities, and aligning work with client business goals. Responsibilities include managing client relationships, identifying new business opportunities, serving as a strategic advisor, advocating for clients, optimizing processes, and reporting. The ideal candidate will have 5+ years of experience in website strategy, client services, or account management, proven success in managing client renewals and expanding accounts, and exceptional communication skills. This role offers a flexible working environment, competitive salary, benefits including medical, dental, vision, PTO, holiday time off, 401k, and professional development opportunities.

Requirements

• 5+ years of experience in website strategy, client services or account management within website design and development (Drupal, WordPress, Headless architectures preferred)
• Demonstrated ability to effectively lead strategic conversations with clients about their website and digital properties
• 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 website strategy, 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 website and digital properties with their business goals and 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

• 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