About By the Pixel

By the Pixel is an established digital agency headquartered in Denver, Colorado, with remote team members across the U.S. Since 2010, we've designed and built digital platforms, AI-powered products, and custom websites for clients in healthcare, automotive sales, research and development, hospitality, the nonprofit sector, and more. We pride ourselves on consulting and collaborating directly with our clients, devising strategies, and identifying opportunities to achieve their business goals and deliver real value.

How this role fits

The Account Manager is responsible for growing the agency's work with its existing clients, building and maintaining long-term client relationships, and managing the commercial side of each account, including contracts and invoicing. They also serve as the intake point for inbound leads, running first contact and discovery before new work is scoped.

What you'll own

Client Relationship Management

• Owns the long-term relationship with each client, independent of any single project's lifecycle.
• Builds trust with decision-makers and budget holders through a consistent cadence of meetings and check-ins that sit above project status.
• Develops and maintains a deep understanding of each client's goals, challenges, budget cycles, and industry context.
• Serves as the escalation point for the account, handling client concerns and difficult conversations directly, responding promptly when the Project Manager raises something they cannot resolve on their own, and bringing in leadership when needed.
• Monitors account health and satisfaction, acting on early signs of friction or disengagement before they become churn risks.
• Leads client communication whenever a conversation is commercial, contractual, or sensitive.
• Attends client demos led by the relevant department lead and takes over when the conversation turns commercial.
• Keeps the company’s CRM up to date across their accounts and leads, logging contacts, deals, interactions, decisions, and commitments.

New Business & Lead Intake

• Serves as intake for new inbound leads, owning the initial contact and qualifying fit against the agency's services, capacity, and ideal client profile.
• Leads pre-sale discovery, surfacing the prospect's goals, constraints, timelines, budget range, and decision-making process before any scoping begins.
• Translates discovery findings into a clear internal brief that the project team can scope and estimate, and that the Proposal & Business Development Manager can use to build the proposal.
• Keeps deals moving toward a decision in HubSpot, maintaining stage, source, value, and next steps to keep pipeline reporting accurate, and follows up with clients on proposals awaiting a decision.
• Attends pipeline review meetings, bringing the status of open proposals and prospective work across their accounts.
• Watches pipeline trends worth acting on across their accounts, including where leads come from, which types convert, and where they stall, and brings what they learn to the pipeline review.
• Contributes account context, references, and client results to the proposal asset library, so the Proposal & Business Development Manager and anyone pursuing new work can draw on them.

Proposals, Contracts & Commercial Agreements

• Initiates proposals for new work on their accounts, briefing the Proposal & Business Development Manager, who drafts and produces them; contributes client context, budget details, and commercial constraints throughout, and reviews the finished proposal before it reaches the client.
• Delivers and pitches proposals to the client, owning the commercial conversation through to a decision.
• Works with the Project Manager and department leads on scoping and estimating proposed work.
• Reviews the estimate before it reaches the client to assess whether the price aligns with what the client will approve and the margin the account needs, and raises concerns with the Project Manager and department leads, who own the accuracy of the underlying effort.
• Prepares contracts, statements of work, and renewal agreements using Company-approved templates, ensuring every agreement is consistent and executed before work begins.
• Tracks outstanding contracts and upcoming retainer expirations, following up in time to renew, renegotiate, or wind down deliberately rather than letting a term lapse.
• Coordinates with leadership when modifications to standard contracts are required.
• Hands off signed work to the project team with a complete picture of what was sold, what was promised, and what was deliberately left out of scope.

Financial Oversight & Invoicing

• Sends invoices and owns invoice accuracy across the account.
• Reviews project time entries monthly when preparing invoices, relying on the Project Manager to report where time exceeded expectations.
• Treats any reduction of invoiced hours below what was actually worked as a discount, following the approval path for discounts.
• Monitors payment status, coordinates with accounts receivable on delays, and follows up with clients directly.
• Reviews budget, scope, and hours burned on every active project monthly rather than waiting to be flagged, so pacing problems surface while there is still time to act.
• Confirms that what is being built matches what was sold, and decides how to handle drift by writing a change order, raising it with the client, or absorbing it with leadership-approval.
• Owns the client-facing side of budget conversations, working from their own review and the overage flags the Project Manager surfaces.
• Seeks approval from leadership before offering any discount, including writing off hours that were worked, absorbing out-of-scope effort, and reducing rates at renewal, and documents every discount and budget overage with the reasoning behind it.
• Reviews account profitability over time and raises pricing, scoping, or delivery concerns to leadership when an account is consistently underwater.
• Owns budget approvals for out-of-scope requests: decides whether the agency takes the work on and sets the additional budget, confirms with the Project Manager that it can be scheduled, and secures the client's written approval before the team begins.

Account Growth

• Owns account-level strategy and maintains an account roadmap: where the relationship is headed, what the agency should propose next, and how each engagement builds toward the client's longer-term goals.
• Reports to the client on account-level outcomes: KPIs, performance against their goals, and the value delivered over time.
  Identifies the work a client should take on next, drawing on that reporting along with input from the project team and department leads.
• Pitches it with sound reasoning and a business case that the client can take to their own stakeholders.
• Pushes back on client requests that will not serve their goals, even when the agency could profitably do the work.
• Owns renewals, opening the conversation well before a term ends and revisiting scope and rates when effort, client needs, or Company pricing has shifted.

Internal Collaboration

• Briefs the project team at the start of every engagement on what was sold and what the client expects, provides account context when new staff join, and stays available as questions come up.
• Meets with their Project Managers on a regular cadence to review the health of every active project, focusing on budget pacing, timeline risk, scope changes, and client sentiment rather than task-level detail.
• Agrees on a course of action with the Project Manager whenever a project is trending toward trouble, and decides what the client needs to hear and when.
• Incorporates client-side deadlines, budget constraints, and contractual commitments into the project schedule, which the Project Manager then builds and maintains.
• Optionally attends project kickoff, backlog, planning, check-in, and retro meetings to provide insight and guidance as needed, bringing client feedback and account context to those they join.
• Maintains thorough account documentation in HubSpot, Drive, and PixelHub, including history, commitments, contracts, and pricing precedent, to facilitate easy transitions for other account managers to take over the account.
• Continuously looks for ways to improve account management processes and contributes ideas for making the team more efficient.

Resource & Capacity Planning

• Alerts Project Managers, Managers, and leadership as early as possible when work is sold or likely to be sold, and brings the pipeline view across accounts to resource forecasting and capacity planning meetings.
• Works with Project Managers and Managers to align client commitments with realistic team availability and skillsets, avoiding overcommitting the team.
• Builds trust with decision-makers and budget holders through a consistent cadence of meetings and check-ins that sit above project status.
• Develops and maintains a deep understanding of each client's goals, challenges, budget cycles, and industry context.
• Serves as the escalation point for the account, handling client concerns and difficult conversations directly, responding promptly when the Project Manager raises something they cannot resolve on their own, and bringing in leadership when needed.
• Monitors account health and satisfaction, acting on early signs of friction or disengagement before they become churn risks.
• Leads client communication whenever a conversation is commercial, contractual, or sensitive.
• Attends client demos led by the relevant department lead and takes over when the conversation turns commercial.
• Keeps the company’s CRM up to date across their accounts and leads, logging contacts, deals, interactions, decisions, and commitments.

What success looks like

• 90 days: You've met the decision-makers on every account you've inherited, you know what each client is trying to accomplish this year, and you're running the monthly commercial rhythm on your own: invoices out accurately, budgets reviewed, nothing lapsing.
• Year one: Your accounts renew. You've grown at least two of them with work you identified and pitched, you've caught budget and scope problems early enough to fix them, and your accounts are documented well enough that another Account Manager could pick one up.

Who thrives in this role

• You like owning the money conversation. Budgets, overages, discounts, and invoices are part of the relationship.
• You're curious about your clients' businesses. You want to know their goals, their budget cycle, and who has to approve what.
• You deliver hard news early. When a project is drifting, you'd rather have the conversation now than explain it later.
• You'll push back on a client when the work they're asking for won't get them what they want, even when we could profitably do it.You work through people you don't manage. Project Managers, department leads, and the Proposal & Business Development Manager all contribute to your accounts.
• You document as you go. Another Account Manager should be able to pick up your account at any time.

This role might NOT be the right fit if

• You're looking for a hunting role. Most of our growth comes from clients we already have, and formal opportunity sourcing belongs to the Proposal & Business Development Manager.
• You'd rather hand the budget and invoicing conversations to someone else. That part is yours here.
• You want to be the one designing or building the work. You'll shape what gets sold and make sure it lands, and the delivery teams do the making.

Growth path

Account Managers here grow in two directions: larger and more complex accounts, and eventually leading the account management function as the team grows. There's also a path toward broader operations leadership for someone who likes building the systems as much as running the accounts.

Required qualifications

• 3 to 5 years managing client relationships at an agency, consultancy, or professional services firm, on accounts you owned rather than supported.
• You've owned the commercial side: scopes, contracts or statements of work, renewals, and budget conversations with the person who controls the money.
• You're comfortable with the numbers. Reading time entries, tracking burn against budget, and spotting a margin problem before it becomes one.
• You've run pre-sale discovery and turned it into a brief someone else could scope from.
• Clear, direct written and verbal communication, including the conversations nobody enjoys.
• You're disciplined about keeping a CRM current.

Strongly preferred

• Experience with custom software or web application projects, enough to hold a credible scope conversation with both a technical team and a client.

Nice to have

• HubSpot experience.
• Experience with retainers alongside project work, including renewals and rate conversations.
• Experience negotiating change orders and out-of-scope requests.
• Exposure to any of our client industries: healthcare, automotive sales, research and development, hospitality, or nonprofits.

What we can offer you

• Fully remote position
• Competitive base salary
• Culture of learning and collaboration
• Flexible schedule
• Company-provided MacBook
• Health, dental & vision benefits
• 401(k) account and a company contribution of 3% of your salary
• Paid vacation
• Paid holidays
• Parental leave
• Professional development budget
• Bonus pay

Compensation

$75,000-$100,000/year

At By the Pixel, we like to take on challenges and tackle big problems together. As a fully remote team, we acknowledge the importance of a flexible schedule to accommodate time zones and life outside of work, as long as the work gets done to our standard and in a reasonable amount of time. We are a welcoming and supportive team and a place for people to grow and build inspiring careers. We value supporting our employees on and off the clock, so as a By the Pixel employee, you’ll enjoy a generous benefits package.