Senior Account Manager

About the Role

We're looking for a Senior Account Manager to join the Launch Agency operations team.

This role owns a portfolio of retainer and ad hoc clients end to end. You'll run the relationships, hold the delivery accountable, and make sure every client gets what they're paying for, on time and to scope. It sits at the point where client expectations meet internal execution, and it's the role that keeps those two things aligned.

You'll report into the Operations Manager and work across strategy, media buying, content, web development, and SEO.

About Launch Agency

Launch Agency is a creative-first performance agency operating across Australia and New Zealand. We've driven over $1 billion in directly attributed revenue for our clients.

Creative-first means what it says. We don't treat creative as the thing that gets made after the media plan is signed. Creative is the variable that moves performance, so it leads the work and everything else is built around it.

We combine:

• Paid media (Meta + Google)
• Creative production (content, video, design)
• Web development (Webflow + Shopify)
• Strategic advisory (fractional C-suite)

We work directly with business owners to help them grow through better acquisition, positioning, and execution.

What You'll Be Doing

• Owning a portfolio of retainer and ad hoc clients end to end, from onboarding through to ongoing delivery and growth
• Running weekly and fortnightly WIPs and client check-ins, with clear agendas, documented outcomes, and follow-ups that actually get closed
• Making sure every project lands to scope, on time, and within budget, and escalating early when any of those three are at risk
• Spotting account risk before it becomes churn, and activating and running recovery plans on at-risk accounts
• Leading client onboarding against our onboarding plan so new accounts start properly rather than drifting
• Owning Monday.com accuracy across your portfolio, including task definition, scoping, assignment, and workflow status
• Reviewing Harvest time tracking and cost allocation so we know what each account actually costs to service
• Coordinating with strategy, media buyers, content, web, and SEO to align priorities and keep delivery moving
• Directing the Operations Coordinator on administrative execution and workflow tracking
• Working with sales and strategy to identify and initiate upsell opportunities across your accounts
• Partnering with the Operations Manager to build and embed better processes across the agency

What We're Looking For

• 5+ years in client services, account management, or project management, ideally in an agency or fast-paced client-facing environment
• Proven ability to run multiple accounts and retainers at once without dropping quality or deadlines
• Strong project management skills with hands-on experience in Monday.com, Harvest, or similar
• A working understanding of performance marketing, including lead generation, conversion, CPL, and ROAS
• Commercial awareness. You understand revenue, cost, and margin, and you can spot a growth opportunity in your own portfolio
• Confident with senior stakeholders, from sole traders and founders through to CEOs and executive teams
• Excellent stakeholder management across internal departments with competing priorities
• High attention to detail on scoping, time tracking, reporting accuracy, and budgeting
• Strong written and verbal communication in both client-facing and internal contexts
• Experience directing or supporting junior operational staff
• Experience building and rolling out operational process, not just following it

What You'll Get

• Competitive salary
• Exposure to a diverse client portfolio across multiple industries
• Real ownership of your accounts and how they're run
• Training, mentorship, and support from experienced operators
• A clear progression pathway
• Formal reviews at 90 days and 12 months, with a weekly cadence in between

Why This Role Is Different

Plenty of account management roles are inbox management with a client list attached. This one isn't. You'll have genuine decision-making authority, including day-to-day client communication, scope and workflow decisions, and running recovery plans on at-risk accounts, without needing sign-off on every call. You'll work across a wide mix of businesses, industries, and service lines, from paid media to brand content to full website builds, so no two accounts run the same way. And because we're still building the operations function, you'll shape the process rather than inherit someone else's.