We're building the future of advertising and are looking for the minds to help us do it.

Darkroom is a digital growth agency building legendary e-commerce companies and digital experiences. We are a team of industry-leading marketers and best-in-class creatives building LA’s fastest-growing marketing agency.

We are looking for a Head of Client Success & Account Management to join our growing Operations and Success team. Our account management team is the bridge between the client and the agency. They are responsible for ensuring that the agency is meeting the client’s needs, working with all the key functions that go into creating the agency’s advertising output. They are constantly solving problems, managing internal and external communications, and driving projects to completion.

The ideal candidate should be familiar with all aspects of online marketing and be able to show a track record of successful outcomes with account management, performance, and leadership. Additionally, we are looking for someone who can both be personable, extremely detail-oriented, and excited to essentially “be the face of Darkroom” in interactions with our highest value clients.

THIS IS A REMOTE JOB, AND IS OPEN TO CANDIDATES BASED WITHIN T_HE STATE(S) OF CALIFORNIA, PENNSYLVANIA, IDAHO, NEW YORK, FLORIDA, OR TEXAS, AND MUST HAVE THE RIGHT TO WORK WITHIN THE UNITED STATES_

Who You’ll Work With:

• INTERNAL: You’ll form a strategic alliance across our agency’s account team, including project managers/strategists; Creative strategists and producers; Brand and Design services and staff; Growth Marketing managers, including our Retention Marketing, Paid Media, and Brand Marketing team.
• EXTERNAL: Client stakeholders team, these could be the business owners or executives (CEO, CMO, or VP of Marketing, etc.); Other agencies e.g. Media, Public Relations, Vendors etc;

What You’ll Do:

• Act as a player and coach – initially as the lead Account Manager of a set of strategic accounts, and then through building a team of Account Managers to support our active clients.
• Take ownership and manage client relationships from the moment the sales team executes the agreement, becoming responsible for onboarding, bringing resources together through effective communication, problem-solving, and responding to requests.
• Present and sell our work as well as cross/upselling clients onto larger scopes of work. You should be prepared to introduce the right internal stakeholder when needed.
• Ensure that project deadlines and budgets are met, communicating and seeking approval of any changes to these.
• Identify ways to grow client accounts through new business opportunities.
• Earn the trust of our client, becoming their advocate at Darkroom and Darkroom’s advocate to our client.
• You’ll help us build out what Client Success at Darkroom looks like, developing short-and-long term strategies for growth, incentive structures, and key-hires.
• Keep the team and the client up to date with useful knowledge around deliverables, timelines, and key performance indicators.
• Maintain accurate records of meetings, decisions, and next actions.
• Work with the Operations team to understand the entire Scope of Work to ensure we bill the client accurately.

What You’ll Need to be Successful:

• 4+ years of experience as a Senior Customer Success Manager, Account Manager/Director, Partner Manager, or other leadership role in Account Management, in an agency, high-value marketing/SaaS software company, consumer products, apps, or services for well-known consumer brands.
• Experience managing accounts with monthly recurring revenue in the mid to large 5-figure range.
• Experience managing others, either as a team lead or direct manager, is required.
• At a minimum, an understanding of the marketing industry (marketing principles, web design & development, content strategy, growth marketing, etc.) and the ability to “connect the dots” across channels.
• Enthusiasm in working with some of the top DTC (direct-to-consumer) brands; we work with Olipop, Joybird, Felix Gray, Nécessaire, Crate & Barrel (just to name a few of the dozens of brands we work with).
• Comfortable establishing professional working relationships with Founders, C-Suite, VPs, and Decision Makers at our customer’s brands. You should have a passion for networking.
• Experience using project management tools like Asana, ClickUp, or Monday, and the ability to build GANTT charts, project timelines, and track their status and completion.
• Personable, and able to work effectively with a variety of different people, personalities, and backgrounds.
• Motivated by the opportunity to grow your book of business and clients services/scopes that they may need as well as bringing through their onboarding, trial period, and annual renewal.
• Organized, with strong attention to detail and time management skills.
• Effective communication, both verbally and in writing.
• Persuasive, able to sell work and ideas, and respond positively to feedback.
• Flexible, and able to solve problems.
• Resilient and positive in difficult situations.
• Able to juggle competing demands and accept pressure with equanimity.

ABOUT DARKROOM & EMPLOYEE BENEFITS:

Darkroom is a vertically integrated digital agency pioneering the next generation of consumer-facing brands. Our team has been responsible for generating hundreds of millions of dollars in market value for some of the most innovative brands in the world. A category leader in results-driven growth marketing, Darkroom’s success is attributed to our unique partnership model, purposefully built to launch brands to market and accelerate growth across direct-to-consumer. Our model is predicated on four major disciplines — Brand & Identity, Digital Products, Creative Production, and Growth Marketing – threaded by one cohesive, interdisciplinary team.

Taking the startup mindset to the agency space, the collective expertise of our team of entrepreneurs and senior digital marketers are deeply aware of the newest trends in e-commerce, development, and digital marketing. Our learned experience has allowed us to take clients (and internal ventures) from $0 to millions in revenue in just a few months. We work with game-changing brands: Verb Energy, Everytable, VYBES, Joybird, & Maaji – to name a few.

We're building the future of advertising and are looking for the minds to help us do it. We only seek out the best—from our clients to our people. Our team is our most sacred asset, and we offer highly competitive salaries and the following perks:

• Darkweek, Unlimited Vacation Policy, and Holidays: Rebooting is one of the most important parts of growth. At Darkroom, you have access to an unlimited vacation policy, our annual “Darkweek” full office closure, and 10 holidays throughout the year to keep you recharged and sharp.
• Location, location, (or no) location: Office and work locations where the most talented people want to live. Employee hubs include Los Angeles, New York, Ukraine, and Albania (Commuter benefits in LA only). Remote work for certain jobs applicable.
• Wellness: Company-sponsored medical, dental, and vision benefits with, so you can stay as healthy as can be.
• Finances, growth, and retirement: After one year with Darkroom, we deliver a robust 401k program with company match, and a profit-sharing opportunity so we can help you save as the company grows.
• Creativity at our core: in-house Los Angeles-based studio with some of the best creatives in the business.
• Growth-oriented with endless opportunities: contribute to one of the fastest-growing advertising agencies in the United States.
• Darkroom Labs: internal idea factory with no boundaries. Come up with ideas for new tools, technology, or products
• Work on the best with the best: we are highly selective with who we work with– both clients and team members. Our business development process is characterized by finding “right-fit,” category-leading brands. We look for the people to match.