Account Manager

About Brightscout

Brightscout is a global B2B branding and development agency specializing in elevating emerging tech businesses through uniquely crafted brands and standout apps. Comprised of top-tier talent worldwide, we offer a powerful blend of exquisite design, robust development, and strategic acumen. More than a company, Brightscout is a tribe dedicated to disrupting the tech industry with bold ideas and collaborative genius.

The Role

As an Account Manager at BRIGHTSCOUT, you’ll be the connective tissue between clients, delivery, and sales — guiding relationships with care and strategic intent. You’ll act as both partner and protector: ensuring clients feel heard and supported, while our teams stay focused and empowered to deliver great work.

You bring sharp business context to every engagement. You help clients see the bigger opportunity beyond the immediate project, anticipate tension before it turns into escalation, and lead tough conversations with empathy and conviction.

Responsibilities
Client Relationship Ownership

• Serve as the primary point of contact for relationship-level communication.
• Lead strategic touchpoints such as monthly check-ins and quarterly reviews.
• Keep engagement tone proactive, transparent, and collaborative.
• Catch sentiment shifts early and intervene before issues escalate.
• Ensure clients feel supported and guided at all times.

Expectation Management & Escalation Handling

• Step in when expectations drift, communication breaks, or tensions rise.
• Reframe unclear or unrealistic requests into structured direction for PMs.
• Protect the team from scope creep by clarifying and reinforcing boundaries.
• Handle escalations and defuse conflicts before they reach leadership.

Strategic Account Leadership

• Understand each client’s business context, roadmap, and goals.
• Identify and nurture upsell and expansion opportunities.
• Quality-check strategic alignment of major deliverables.
• Bring clarity to conversations about tradeoffs, scope, and timelines.

Commercial Conversations

• Partner with Sales on renewals, retainers, and new project discussions.
• Collaborate with PMs to assess account health and upcoming needs.
• Communicate the “why” behind changes in scope, timeline, or resourcing.
• Coordinate SOW updates and change orders.
• Maintain awareness of budget direction.

Support for Delivery

• Ensure PMs have the context they need for smooth delivery.
• Participate in kickoffs, milestone reviews, and retros as the relationship lead.
• Help PMs uphold process standards by setting clear client expectations.

Requirements

• 4+ years of experience in Account Management, Client Success, or Partnerships within a digital, creative, or product agency serving B2B technology clients.
• Solid working understanding of design, engineering, and digital delivery workflows (how work is scoped, built, reviewed, and delivered).
• Experience partnering closely with PMs and Sales to manage renewals, expansions, and change orders, keeping the account on track commercially and strategically.
• Proven ability to own complex client relationships end-to-end, including senior stakeholders and multi-threaded accounts.
• Strong expectation-setting and scope discipline — able to align priorities, clarify boundaries, and keep work on track without damaging trust.
• Skilled in navigating difficult or ambiguous conversations (feedback, delays, tradeoffs, tension) with empathy and clear leadership.
• Highly organized and proactive, with strong habits for structured communication, documentation, and follow-through.
  
  

Our Values

• Lead with Heart: We build honest, trusting relationships and care for each other.
• Break Convention: We seek bold ideas, we transform fearless creativity into tangible results.
• Bring Order to the Chaos: We tran