Job Description

Head of Account Management

Location: Bromsgrove (4-day work week, in-office)
Salary: 50,000 - 65,000 + performance bonus
Type: Full-time, permanent

About Us

Sherbet Donkey Media is one of the UK's fastest-growing SEO and web agencies.
In just four years, we've grown to a team of 40 brilliant people, helping over 100 businesses grow online through data-driven SEO strategies and powerful web design.
We're on track to turn over 3 million this year, with around 85% of our revenue coming from long-term SEO retainers. As our client base and team continue to grow, we're looking for a senior leader to take ownership of our client success function, ensuring every client gets the service, insight and results that make them renew, refer, and rave about working with us.

The Role

We're looking for a Head of Account Management to lead, coach, and grow our talented team of Account Managers.
You'll be responsible for improving client retention, strengthening relationships, and creating a culture of proactive, strategic account management.
You'll also personally manage a small portfolio of our larger clients to stay close to the work and set the gold standard for client service.
This is a new and important position in the business, reporting directly to the Managing Director, and you'll have real influence over how we communicate, report, and deliver value to our clients.

Key Responsibilities

Lead, mentor, and develop our Account Management team (currently 3 AMs, growing to 4+ in 2026). Oversee client retention KPIs, renewal tracking, and upsell performance. Conduct client exit interviews and deliver actionable feedback to the leadership team. Manage a small portfolio of high-value clients, setting the standard for excellent communication and retention. Implement structured account management processes, including reporting, onboarding, and renewal workflows. Provide holiday cover and support for AMs to maintain seamless client experience. Run regular training and feedback sessions to upskill the team in communication, reporting, and strategic thinking. Attend key client meetings and renewals alongside AMs to help close and secure long-term relationships. Produce quarterly reports and insights on client retention, renewals, and satisfaction. Work closely with the SEO and web delivery teams to ensure alignment between strategy, delivery, and client expectations.

What We're Looking For

5+ years' experience in account management. Proven experience managing and leading other Account Managers or a client services team. Strong leadership and people-development skills - you enjoy helping others grow. Excellent communication, empathy, and relationship-building skills. Confident managing performance metrics, renewals, and retention KPIs. Organised, proactive, and able to balance leadership responsibilities with hands-on client work. Comfortable in a fast-moving, collaborative environment where standards are high and growth is rapid.

What You'll Get

50,000 - 65,000 salary (depending on experience) Performance-based bonus tied to client retention and growth 4-day work week - enjoy a three-day weekend, every week A growing, ambitious team where your impact will be immediate and visible Ongoing professional development and leadership support

How to Apply

If you're a natural leader who loves building strong client relationships and developing teams, and you want to make your mark in a growing, ambitious agency then we'd love to hear from you.
Apply now with your CV and a short note on why you'd be great for this role.

Job Type: Full-time

Pay: 50,000.00-65,000.00 per year

Work Location: In person