Senior Account Manager

Are you passionate about driving digital excellence and building meaningful client relationships? We’re looking for a Senior Account Manager to join our team and take the lead on a globally recognized brand’s website and digital marketing program. In this role, you’ll focus on data driven website optimization, UX/UI improvements, and integrated analytics initiatives. You’ll work closely with cross disciplinary teams to deliver measurable business impact, while fostering a collaborative, authentic, and fun work culture. If you love translating complex ideas into actionable strategies—and thrive on building trust with clients and teams alike—this could be your next great opportunity!

This role requires you to be located in Chicago and available to work 3 days/week in the office.

You Will:

• Own and nurture the client relationship, serving as their strategic partner and advocate within the agency
• Lead both short-term enhancements and long-term digital initiatives, from a client management perspective, on frontend UX/UI updates to larger projects like integrating lead forms or live chat
• Coordinate and communicate with clients to clarify needs, evaluate business impact, and ensure requests are translated into actionable plans for internal teams
• Guide cross functional project teams, championing collaboration, inclusion, and high performance
• Drive the development and execution of scopes of work, resource planning, and budget management
• Translate technical and creative concepts into clear, client friendly language, ensuring alignment and understanding at every stage
• Partner with analytics teams to connect website performance data to actionable business insights and compelling narratives
• Stay ahead of the curve—anticipating client and project needs and proactively identifying opportunities for continuous improvement
• Maintain a balance of professionalism and approachability, creating a positive, down-to-earth environment for both clients and colleagues
• Play an active role in weekly client meetings and agency discussions, sharing insights, best practices, and creative solutions

You Have:

• 5–7 years of client services/account management experience in a digital marketing agency
• Proven experience leading projects from start to finish, ideally for large or complex clients
• Demonstrated ability to build strong, authentic relationships with clients and cross disciplinary teams
• Strong understanding of frontend web development and UX/UI design and how data informs digital decision making
• Familiarity with digital tools such as JIRA, Figma, Smartsheet, and the Adobe Suite (AEM, Analytics, etc)
• Strong financial acumen, including experience with budget management and resource planning
• Experience collaborating with analytics teams and leveraging data to craft actionable insights and business cases
• A proactive, curious mindset—always eager to learn, solve problems, and stay one step ahead
• Excellent communication skills, with the ability to simplify complex topics and present confidently to clients and teams
• An organized, reliable, and personable approach—plus a sense of humor and a knack for making work enjoyable

What We Offer:

• Global maternity and parental leave
• Competitive benefits packages
• Vacation, compassionate leave, sick days, and flex days
• Access to online services for families and new parents
• Diversity and Inclusion Board with 12 affinity groups
• Internal learning and development programs
• Enterprise-wide employee discounts

Our new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work from an office a minimum of 3 days a week.

We continually review ranges to address skills, experience and markets. Base salaries are determined during our interview process, by assessing a number of factors that include, but aren’t limited to, a candidate’s experience and skills relative to the scope and responsibilities of the position. For current CM employees, tenure will also be a consideration.

Salary Range

$95,000 - $115,000 USD

Critical Mass is an equal opportunity employer.

The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com, omc.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.

If U.S. based: https://www.consumer.ftc.gov/articles/job-scams#avoid

If Canada based: https://www.canada.ca/en/services/finance/consumer-affairs.html

If U.K. based: https://www.gov.uk/consumer-protection-rights

If Costa Rica based: https://www.consumo.go.cr/educacionconsumidor/consejospracticos.aspx