Account Manager

Serotina Media is a Toronto-based social media and digital marketing agency. We partner with brands across consumer goods, B2B, health, and nonprofit sectors to plan, produce, and grow their presence across social, paid, and digital channels.

Our work spans social strategy, content production (photo, video, design, UGC and creator programs), community management, paid media, and performance reporting. We run a lean, cross-functional team on structured workflows, so every client gets consistent, well-managed delivery.

The Account Manager is the primary point of contact for a portfolio of client accounts. You own the client relationship from onboarding through delivery, reporting, and renewal, making sure every client feels informed, heard, and well served.

The role sits between our clients and our internal team. You translate client goals and feedback into clear direction for strategy, creative, and production, and you make sure what we deliver matches what the client needs and what the Scope of Work covers. You also help grow existing accounts and support the agency’s new business efforts.

CORE MANDATE

• Function: Primary client relationship manager. Owns the client experience from onboarding through delivery and retention.
• Reports to: Director, Client Accounts
• Collaborates with: Project Management, Creative Strategy, Editorial, Design, Content Production, Paid Media, and Community Management
• Employment type: Full-time, remote. Montreal preferred; Toronto also considered. Must be available to work Eastern Time hours.
• Salary range: $60,000 to $75,000 CAD per year

RESPONSIBILITIES

Client Experience

• Manage all day-to-day client communication: calls, emails, scheduled touchbases, and quarterly business reviews (QBRs).
• Lead client onboarding with Project Management and Creative Strategy, from kickoff to the first content cycle.
• Run internal mockup and alignment meetings so creative output reflects client expectations and strategic direction.
• Conduct the final client-fit review of content calendars and deliverables before they go to the client.
• Collect, consolidate, and route client feedback so revisions are clear, complete, and on time.
• Present monthly and quarterly performance reports, and turn results into recommendations the client can act on.
• Oversee community management and paid amplification on assigned accounts, ensuring quality and strategic alignment.
• Serve as the first point of escalation for client concerns, and resolve issues quickly and professionally.

Delivery Oversight

• Share a weekly status sync with Project Management on priorities, deadlines, and risks for each account.
• Keep client requests flowing through our task intake process in Teamwork, not side channels.
• Monitor delivery against the SOW and flag scope creep early, before extra work is done.
• Track client approvals in our content platform (Rella) so posts move from Pending Client Approval to Approved on schedule.

Administration

• Support the drafting of Scopes of Work (SOWs), renewals, and amendments for new and existing engagements.
• Support scoping and budgeting projects using the agency Estimation Tool, with input from Project Management and team leads.
• Log time accurately in Teamwork and keep account records, meeting notes, and client folders current.
• Contribute to agency SOPs for account management, onboarding, and reporting.

Account Growth and Business Development

• Identify upsell and cross-sell opportunities within existing accounts (paid media, content production, creator programs).
• Support new business through proposals, pitch preparation, and lead nurturing.
• Maintain an active professional presence on LinkedIn and represent Serotina at industry and networking events.

OWNERSHIP AREAS

• Client Communication: All day-to-day touchpoints, including calls, emails, status updates, and QBRs. First point of escalation for client concerns.
• Client Onboarding: Leads onboarding with Project Management (logistics) and Creative Strategy (strategy).
• SOW and Scoping: Drafts SOWs, manages scope definitions, and flags scope creep early.
• Content Calendar Approval: Final review for client fit, tone, and strategic alignment, after creative approval and before client presentation.
• Client Feedback Loop: Consolidates client feedback into clear, actionable revision notes for the team.
• Client Reporting: Presents monthly and quarterly reports and leads the recommendations conversation.
• Renewals and Growth: Retainer renewals, SOW amendments, and account expansion opportunities.

WHAT THE ACCOUNT MANAGER DOES NOT OWN

• Strategy authorship: Creative Strategy builds the strategy. The Account Manager reviews it for client fit and presents it.
• Project logistics: Project Management owns Teamwork, timelines, and resource allocation. The Account Manager feeds client priorities and deadlines into that process.
• Creative direction and quality: Creative Strategy and Editorial own this, and conduct the first review of all deliverables. The Account Manager flags client preferences, not creative quality.
• Report production: Reports are built by the team in our reporting workflow. The Account Manager reviews, presents, and follows up on them.
• Pricing and final commercial approval: The Managing Director approves pricing and signs off on SOWs.

KEY OUTPUTS

• Weekly: Client communication log, content calendars reviewed and signed off, internal status sync with Project Management
• Monthly: Client status report and report walkthrough, SOW renewals or amendments, account health check
• Quarterly: Quarterly business review (QBR) with each client, account growth plan

KPIS

• Client Satisfaction: Client feedback scores / NPS equivalent
• Retention: Renewal rate on retainers and project extensions
• Account Growth: Revenue growth from upsells, add-ons, and expanded scopes
• Scope Accuracy: Percentage of projects delivered within the original SOW scope
• Responsiveness: Average client response time under 24 business hours
• Approval Turnaround: Content calendars approved by clients on schedule

QUALIFICATIONS

Required

• Minimum 2 to 3 years of agency experience in account management or client services (social media, digital, or creative agency). Agency experience is required.
• Fluent in English; French proficiency is required for client communication and accounts in Quebec.
• Proven track record managing multiple client accounts at once, with strong prioritization and follow-through.
• Strong project management skills: you plan ahead, manage timelines and priorities across multiple accounts, and keep work moving on schedule.
• Exceptional attention to detail across client communication, SOWs, content reviews, and reports.
• Excellent written and verbal communication in English, including confident client presentations.
• Working knowledge of social platforms (Instagram, TikTok, Facebook, LinkedIn, YouTube), content calendars, and paid social.
• Comfortable reading performance data and turning it into clear recommendations.
• Experience writing SOWs or proposals and managing scope conversations with clients.
• Calm, solutions-focused approach to feedback, escalations, and shifting priorities.

Nice to Have

• Experience with project management tools (Teamwork, Asana or similar) and social platforms such as Rella, Sprout, or Hootsuite.
• Exposure to UGC, influencer, or creator programs.
• Experience supporting new business pitches and proposals.
• Familiarity with Google Workspace and Slack.