Account management

The ongoing work of keeping a client successful, informed and happy after the sale - the relationship side that drives retention and growth.

For example, an account manager runs the client's regular check-ins, shares status reports, spots problems early and surfaces chances to expand. The delivery team makes the work; the account manager makes the relationship.

Why it matters to your firm: account management is where churn is prevented and expansion happens - clients renew and grow with the agency that feels like a partner, not a vendor. Strong account management lifts both lifetime value and net revenue retention, often more cheaply than chasing new logos.