About the Role

As a Key Account Manager, you’ll be the digital quarterback for your clients—owning the strategy, communication, and orchestration of multi-channel performance marketing programs. Paid media is at the core of this role. You’ll serve as the main point of contact for performance marketing accounts and need to be highly comfortable discussing campaign strategy, performance, optimization, attribution, budgets, and growth opportunities across platforms such as Meta, Google, programmatic/DSPs, and other paid channels. You’ll also guide clients across their broader funnel of deliverables—including SEO, email, creative, and more—ensuring every initiative ladders up to their growth goals. You’ll work cross-functionally with internal teams and vendor partners to plan, brief, execute, and optimize campaigns that drive measurable results. You’ll translate performance data into clear business outcomes, recommend next steps grounded in benchmarks and client KPIs, and lead proactive conversations that drive retention, performance, and account expansion. Reporting & Team: You’ll report to the Head of Client Success and work closely with our Client Success Team Lead, Account Coordinators, Ad Ops/media buying teams, creative teams, and vendor partners.

• Own client relationships and act as the main POC for performance marketing accounts
• Monitor and confidently discuss paid media performance across Meta, Google, programmatic/DSPs, and other relevant channels
• Understand campaign structure, targeting, creative strategy, attribution, budget allocation, and optimization well enough to guide clients and collaborate effectively with media buyers
• Monitor campaign performance and ensure KPIs such as ROAS, CAC, CPA, CTR, and conversion rates are tracking toward client goals
• Translate performance data into clear insights, recommendations, and actionable next steps for clients
• Collaborate closely with media buyers and creative teams to identify opportunities to improve performance and scale successful campaigns
• Identify performance issues early and proactively drive solutions to stabilize and improve accounts
• Lead weekly/monthly reporting calls and performance reviews with clients
• Ensure budgets, timelines, deliverables, and internal teams remain aligned with client goals
• Guide clients across additional digital marketing channels, including SEO, email, creative, and conversion strategy
• Identify opportunities to expand accounts based on client goals, performance, and business needs
• Stay on top of paid media trends, platform changes, and performance marketing best practices to guide strategy and client conversations

• Client Retention Rate
• Net Revenue Retention
• Expansion / Upsell Revenue
• Client satisfaction (CSAT/NPS)

• 3–5+ years working in a digital marketing agency as a Client Success Manager, Account Manager, Account Strategist, or similar client-facing role (must-have)
• Strong paid media experience is a must-have, with 3+ years managing or strategically overseeing performance marketing accounts across platforms such as Meta Ads, Google Ads, programmatic/DSPs, X, or similar
• Strong understanding of paid media strategy, campaign structure, targeting, creative testing, optimization, attribution, and budget allocation
• Ability to confidently review campaign performance and lead sophisticated performance conversations with clients, media buyers, and senior stakeholders
• Fluency with performance metrics such as CTR, CPC, CPM, CAC, CPA, ROAS, CVR, and LTV—and the ability to translate those metrics into business outcomes
• Experience managing eCommerce clients and familiarity with platforms such as Shopify and WooCommerce
• Experience across additional digital marketing channels such as SEO, email marketing, creative, and lifecycle/retention marketing
• Proven success driving client retention, account growth, and expansion/upsell opportunities
• Experience with analytics and tracking platforms such as GA4, Google Search Console, GTM, or similar toolkits
• Comfortable working in Attio, ClickUp, or similar CRM and project management platforms
• Comfortable managing recurring-revenue / SaaS-like client relationships, including multi-month engagements and performance-driven accounts
• Cannabis or regulated-industry marketing experience is a plus, but not required

• A strategic performance marketer who can connect campaign-level decisions to broader business outcomes
• Confident discussing paid media strategy and performance with both sophisticated clients and internal media buying teams
• Comfortable digging into data and asking the right questions when performance is above or below expectations
• Proactive and solutions-oriented—you identify issues and opportunities before clients have to raise them
• Revenue-minded and comfortable leading retention, expansion, and commercial conversations
• Able to simplify complex performance data into clear, actionable recommendations
• Highly organized and comfortable managing multiple client relationships and priorities simultaneously
• A strong collaborator who thrives in a cross-functional, fast-paced agency environment

• Up to $130k CAD OTE

• 100% remote
• PTO
• High autonomy, fast pace, and lots of opportunity to grow as the business scales

• 3-5 Minute Introduction video
• Initial interview with Agency Operations Manager
• Interview with Head of Client Success
• Short mock reporting/client performance presentation
• Final conversation with leadership (as needed)

• Send us your resume, a short note on why you’re the right fit for this role, and answers to the screening questions below to careers@herb.co

• Can you start immediately?
• How many years have you worked in a digital marketing agency as a Client Success Manager, Account Manager, Account Strategist, or similar client-facing role?
• How many years of experience do you have managing or strategically overseeing paid media accounts? Please briefly describe the platforms you’ve worked with (Meta, Google, StackAdapt/DSPs, X, etc.), typical monthly ad spend managed, and your level of involvement in campaign strategy and optimization.
• Do you have experience managing recurring or SaaS-based revenue accounts?
• How many clients have you actively managed concurrently in a performance marketing environment?
• Have you successfully upsold or expanded digital marketing services with existing clients? If so, please briefly describe your experience.
• Do you have experience managing recurring or SaaS-based revenue accounts?
• Have you worked with eCommerce clients (e.g., Shopify, WooCommerce)?
• How many years of experience do you have with email marketing platforms such as Klaviyo, Omnisend, or Postscript?
• Are you comfortable independently reviewing paid media performance and discussing metrics such as ROAS, CAC, CPA, CTR, CVR, and LTV with clients?