Customer Success & Web Project Growth | Agency Experience Preferred
About the Role
We are looking for an experienced and customer-focused Account Manager to manage and grow client relationships for web and digital solution projects. The ideal candidate should have prior experience working with IT services companies, digital agencies, or web development firms, with a strong focus on customer success, account growth, and project coordination.
This role requires someone who can act as a trusted client partner, ensure smooth project delivery, identify growth opportunities, and maintain long-term client satisfaction.
Key Responsibilities
Serve as the primary point of contact for assigned international clients.
Manage ongoing web and digital projects while ensuring high customer satisfaction.
Build strong client relationships through proactive communication and regular engagement.
Coordinate with internal teams including:
Project Managers
Developers
QA teams
Designers
DevOps teams
Ensure timely delivery of project milestones and resolution of client concerns.
Conduct regular client meetings, status calls, QBRs, and follow-ups.
Understand client business goals and identify upsell/cross-sell opportunities.
Drive account growth through additional services, retainers, enhancements, and long-term engagements.
Monitor project health, risks, timelines, and client expectations.
Maintain proper documentation including:
MOMs
Project updates
Delivery reports
Account plans
Work closely with sales and delivery teams during project onboarding and transition phases.
Support renewals, contract discussions, and commercial coordination where required.
Required Skills & Qualifications
4–8 years of experience in:
Account management
Customer success
Client servicing
Digital/web agency account handling
Strong experience managing:
Website development projects
Web applications
E-commerce projects
CMS-based platforms
UI/UX engagements
Prior experience working with IT services companies, digital agencies, or web development agencies.
Excellent client communication and stakeholder management skills.
Strong understanding of web technologies and digital delivery processes.
Experience handling international clients, especially US/Europe markets.
Ability to coordinate multiple projects and priorities simultaneously.
Strong problem-solving and escalation-handling abilities.
Comfortable working with project management and CRM tools such as:
Jira
ClickUp
Asana
Trello
HubSpot
Zoho CRM
Preferred Qualifications
Experience in customer success and account growth within agency environments.
Understanding of:
WordPress
Shopify
Magento
MERN/MEAN stack
Custom web applications
SaaS/web platforms
Exposure to SEO, digital marketing, CRO, or analytics projects is a plus.
Experience managing retainer-based or long-term support engagements.
Familiarity with Agile/Scrum methodologies.
Key Performance Indicators (KPIs)
Client retention rate
Customer satisfaction (CSAT/NPS)
Account growth and upsell revenue
Project delivery success
Renewal and expansion rates
Response and resolution timelines
Working Hours
Flexible overlap with US/International client time zones as required.
