Account Manager

About Propellic

Propellic is the AI-first digital marketing agency for travel and tourism brands. We pair cutting-edge performance marketing with a culture of curiosity, experimentation, and radical candor, so every teammate can do the best work of their career while shaping the future of travel.

About The Role

As an Account Manager, you’ll be the single, trusted point of contact who turns Propellic’s work into results a client can actually feel. You’ll own the cross-channel story for your accounts, tie every initiative back to the client’s North Star metric, and catch a relationship drifting off course before it turns into churn.

You’ll advocate for your clients and for Propellic at the same time, holding the tension with our PMO that keeps accounts profitable and clients well served. Growth is part of the job: you’ll find upsell and cross-sell opportunities, close warm leads handed off from new business, and deliver a visible quick win within the first month of every new engagement.

If you read cues before a client raises them, run toward a hard conversation instead of away from it, and can lead a QBR about a client’s business rather than our deliverables, we want to talk.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for your assigned accounts, owning communication end to end.
• Tie every initiative to the client’s North Star metric and develop + lead QBRs framed around their business, not our deliverable list.
• Watch for relationship risk before clients raise it. Flag at-risk accounts early and pair every flag with a dated recovery plan.
• Find and close upsell, cross-sell, and scope-expansion opportunities across your book of accounts.
• Partner with the PMO on scoping and delivery. Hold the line on margin and utilization without resourcing your own client work.
• Use AI and automation for client insight, reporting, and knowledge management to keep your time on strategy and the relationship. Document the process so the account runs without you if you’re out.

What Success Looks Like

• Agency gross income (revenue not including passthrough or media budget) retention ≥ 80% (rolling 12 months) across your book. Zero surprise churns: every at-risk account gets a flag and a dated recovery plan before it’s lost.
• ≥ 80% of your assigned accounts hit their agreed cross‑channel North Star metric, reviewed at every QBR.
• Net revenue retention ≥ 110% across your book through upsell, cross‑sell, and scope expansion.
• ≥ 33% close rate on warm leads handed off from new business, with a visible quick win delivered within 4 weeks of signature.
• Clients see you as their person at Propellic: proactive and as invested in their results as we are.

Who You Are

• 5+ years in client service or account management, ideally with a media buying or agency background.
• A relationship manager who looks for ways to expand an account rather than simply protect it.
• Fluent in connecting marketing work to business outcomes. You can lead a conversation about a client’s revenue and goals as easily as their campaign metrics.
• Proactive by nature. You catch a relationship drifting before the client has to tell you.
• Comfortable holding a hard line. You advocate for the client and the agency at once, and you’d rather have a tense conversation than avoid it.
• Experienced using AI and automation to handle reporting and client insight, freeing your time for strategy and the relationship.
• Not a project manager or detail‑controller at heart. You delegate execution and own the relationship and the outcome.
• An exceptionally strong communicator: you are responsible for hearing a clients’ needs and ensuring that information is wholly and cleanly passed to project management and delivery teams
• Eligibility to work in Canada, the U.S., or ability to contract internationally.
• Preference, not required: you’ve worked in the travel industry before or have a particular passion for it

What We Offer

• Remote‑first flexibility with a high‑performing global team.
• Medical, dental, and vision plans + 5% 401(k) match (US employees). Similar benefits for Canadian employees.
• Generous PTO, company holidays, and an annual week‑long destination company retreat.
• A company‑supplied Macbook
• Wellhub or similar benefits for company‑subsidized wellness/gym access
• Annual budget for professional development and industry conferences.
• A culture that values experimentation, autonomy, and radical candor.

Work Requirements

• Reliable high‑speed internet and comfort with virtual collaboration tools.
• Availability for core work hours around 9a‑5p U.S. Central Time.
• Reasonable accommodations provided for qualified individuals with disabilities.

Application Process

• Initial screening interview
• Career-history interview
• CEO Interview
• Reference Checks