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Job description
Client Services serves as the business leader for the account. The team understands the client's priorities, aligns work to business objectives, identifies growth opportunities, manages executive relationships, and ensures the agency is viewed as a trusted strategic partner. CS leads client conversations, drives decisions, manages escalations, and owns overall account health and revenue growth.
Role Overview
The Senior Account Director is responsible for setting the strategic direction and driving the overall success of a portfolio of high-value client accounts. Acting as a trusted advisor, this role combines deep client and industry knowledge with strong leadership to deliver meaningful business outcomes, foster long-term partnerships, and drive profitable growth. This individual leads cross-functional teams, ensures alignment between client objectives and agency delivery, and elevates the quality and impact of work across the account portfolio.
Key Responsibilities
Lead strategic direction and account planning across a portfolio of large, complex accounts
Develop a deep understanding of client business, industry landscape, and key performance drivers
Ensure all agency work aligns with client objectives and delivers measurable business impact
Identify risks and opportunities, proactively adjusting strategies to meet evolving client needs
Drive profitable growth and retention through strong account stewardship
Own scope intent, commercial framing, pricing alignment, growth opportunities, and financial stewardship in partnership with PM and Finance
Identify and lead opportunities for organic growth, including expansion of services and deeper client engagement
Client Partnership
Build and maintain strong, senior-level client relationships grounded in trust and transparency
Serve as a strategic consultant, providing proactive, insight-driven guidance
Lead client feedback processes and continuously improve client satisfaction and partnership quality
Cross-Functional Leadership
Lead and align cross-functional teams to deliver seamless, end-to-end solutions
Ensure client goals, business priorities, and scope expectations are clearly translated for internal teams and aligned with PM-led delivery planning, workflow governance, and execution discipline.
Guide onboarding of new clients to accelerate performance and integration
Lead, mentor, and develop a high-performing team
Set clear, outcome-based goals and manage performance against them
Provide ongoing coaching, feedback, and development opportunities aligned to business objectives
Support hiring and onboarding of top talent
Business Development
Contribute to new business efforts, including research, strategy, and pitch support
What Success Looks Like in This Role
Consistent profitable growth and retention across the account portfolio
Strong, trusted relationships with senior client stakeholders
Clear demonstration of strategic impact on client business outcomes
Expansion of services and increased account value through organic growth
High levels of client satisfaction and partnership strength
Cross-functional teams are strategically aligned around client objectives, with PMowned delivery plans enabling efficient, high-quality execution.
Engaged, developed team members with clear growth trajectories
Required Knowledge and Skill Set
Strong strategic thinking with the ability to translate client needs into actionable plans
Deep understanding of client business, industry dynamics, and marketing performance drivers
Expertise in account planning, financial management, and forecasting
Proven ability to drive organic growth and expand service offerings
Advanced relationship-building and client advisory skills
Strong leadership capabilities with experience managing and developing teams
Cross-functional knowledge across media, creative, analytics, operations, and finance
Excellent communication, problem-solving, and decision-making skills
Results-oriented mindset with the ability to manage complexity and change
Qualifications
8–12 years of experience in account management or a strategic client-facing role (agency experience preferred)
Demonstrated success leading, growing, and retaining client accounts
6+ years of people management experience
Experience working in cross-functional environments within marketing, advertising, media, or communications
Experience in media and/or research is a plus
Underscore Marketing is a woman-owned, independent agency specializing in life sciences. Since 2002, we've helped clients gain a competitive edge through bold, data-driven promotional strategies that deliver measurable results.
Our team comprises media, strategy, and omnichannel analytics experts who thrive on collaboration, innovation, and results. When you join Underscore, you become part of a dynamic environment where your ideas matter, your growth is supported, and your work helps elevate brands in a competitive healthcare landscape.
If you're passionate about making a difference and want to be part of a team that values integrity, creativity, and results, if that sounds like you, we invite you to share.
Equal Employment Opportunity Statement
Underscore is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. We believe that diversity drives innovation and success, and we welcome candidates from all backgrounds to apply.
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Who can apply
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