The Account Manager – Digital & Website Experience has responsibility for managing and growing the client relationship on one or more accounts under the direction of an Account Director or VP, Client Partner. The Account Manager provides client and project team leadership, develops mid-senior level client relationships, and is regarded by the client as a trusted advisor in all aspects of digital transformation and web platform strategy. The Account Manager serves as the leader of a specific project team focused on digital solutions, which partners with clients across key vertical markets. He or she is responsible for client satisfaction, account revenue growth, and overall business profitability in digital services delivery.
You Will:
- Manage the complete digital project lifecycle with select client organizations, from discovery through optimization and ongoing enhancement
- Serve as the primary point of contact for clients and internal partners, fostering open, collaborative relationships and ensuring digital strategy alignment with business objectives
- Own client satisfaction and success across all digital initiatives, targeting 100% client reference-ability and long-term partnership growth
- Build strategic relationships with C-suite and digital leadership within client organizations
- Lead digital transformation initiatives, website redesigns, ecommerce implementations, and platform migrations to successful delivery
- Drive opportunities for deeper digital engagement—including website expansion, multi-channel integration, and emerging digital technology adoption
- Demonstrate expertise across digital disciplines including web development, UX/UI, e-commerce, analytics, and digital marketing to provide quality assurance on all project deliverables
- Maintain deep understanding of digital platform best practices, web accessibility standards, and e-commerce optimization strategies
- Provide leadership, mentorship, and ongoing guidance to project teams, ensuring delivery excellence and client satisfaction
- Communicate client's digital strategy, competitive landscape, and emerging technology needs to internal teams and leadership
- Maintain thought leadership on digital industry trends, emerging technologies, platform innovations, and best practices in web and e-commerce solutions
- Identify and champion cross-sell and upsell opportunities within the client's digital ecosystem (new platforms, enhanced capabilities, additional verticals)
- Oversee development of comprehensive digital proposals, statements of work, and technical specifications with support from digital specialists and account leadership
- Significantly grow the client relationship through expanded digital initiatives, additional digital channels, and increased annual digital investment
- Proactively manage client expectations, communicate project risks, timelines, and scope changes to ensure alignment and trust
You Have:
- 2-3+ years of proven account management experience in digital, web, e-commerce, or digital marketing environments Hands-on experience managing complex digital transformation projects and large-scale website implementations ($2MM+ in annual digital services)
- Deep knowledge of website architecture, design, development, and ongoing optimization/maintenance
- Strong understanding of e-commerce platforms, content management systems (CMS), and digital technology stacks
- Demonstrated expertise in digital analytics, conversion rate optimization, and data-driven decision making
- Proven ability to translate client business objectives into comprehensive digital solutions and strategies
- Familiarity with web development fundamentals, API integrations, and technical project requirements
- Bachelor's degree or higher in one of the following areas: Computer Science, Web Design, E-Business, Business
- Marketing, Engineering, or related field
- Demonstrated understanding of digital marketing, web technologies, CMS platforms, e-commerce solutions, analytics tools, and internet technologies
- Knowledge of digital project management methodologies, tools, and processes (Agile, Waterfall, or hybrid approaches)
- Proven skills in technical negotiations, cross-functional leadership, and stakeholder alignment
- Demonstrated excellence in written and oral communications with exceptional presentation skills—particularly explaining technical concepts to non-technical audiences
- Strong interpersonal and relationship-building skills, with ability to establish trust and consensus across decentralized or remote teams
- Exceptional problem-solving skills related to digital platform challenges, technical constraints, and user experience issues Ability to manage multiple complex digital initiatives simultaneously while maintaining quality and timeline adherence
- Collaborative team orientation with experience coordinating across development, design, marketing, and other remote/ specialized teams
- Strategic thinking with passion for digital innovation, emerging technologies, and continuous professional development
- Growth mindset—willingness to take ownership of initiatives end to-end and proactively seek opportunities to deepen digital expertise
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 in office a minimum of 3 days a week.
Critical Mass is an equal opportunity employer.
Critical Mass uses artificial intelligence in our recruitment process to enhance job postings, filter keywords during the review of prospective candidates, and, in some cases, transcribe interviews with our recruiters. Human review remains central to the process, and all hiring decisions are ultimately made by our team.
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/educacion_consumidor/consejos_practicos.aspx
Skills Required
- 2-3 years of relevant account management experience
- Experience with media planning and multi-channel campaign execution
- Collaborative approach engaging cross-functional teams
- Excellent interpersonal and communication skills
- Ability to manage multiple priorities and projects
- Knowledge of digital and traditional media
What We Do
We’re Critical Mass. We are 2,000 inspired humans across 14 offices, setting the right path—not just the next one—for our clients, their customers, and our own colleagues. We work with the best, Apple, Adobe, BMW, Nike, Diageo, Airbnb, BNY and many more, to power connected ecosystems that make brands stand out by driving performance with data, technology, AI, creative and media. We’re a global marketing agency founded in Canada, but digital is our home. If you know us, then you know we’re a special place that attracts big talent and tiny egos. We’re driven, uncompromising and we live our values. We’re Critical Mass, but our friends call us CM. Learn more at criticalmass.com.
