Account Manager

Critical Mass is hiring an Account Manager to join our team in a role focused on website delivery and cross-functional execution for a high-visibility client project. This position centers on building and delivering a new website experience, working closely with development teams and multiple disciplines to ensure alignment, momentum, and successful delivery. 

Join a dynamic team at the intersection of creative, media, and technology, where your work directly shapes client success and the future of content delivery.

You Will 

• Take ownership of a roster of clients, building and managing trusted agency and client relationships across a variety of verticals 
• Collaborate closely with internal teams—including activation, strategy, development, and design—to translate client needs into clear, actionable deliverables.
• Oversee and uphold rigorous quality assurance standards, ensuring all deliverables meet client expectations.
• Take ownership of a complex, high-visibility client engagement, supporting the delivery of a new website experience and building trusted relationships with client and agency stakeholders.
• Act as a primary point of contact for day-to-day client communication, addressing questions, feedback, changes, and evolving requirements throughout the project lifecycle.
• Work closely with the Project Manager to align on sprint expectations, delivery goals, scope, priorities, and dependencies.
• Collaborate closely with cross-functional teams—including Creative, UX, UI, and Development—to translate requirements into clear, actionable deliverables.
• Coordinate closely with development teams, ensuring strong alignment, clear communication, and smooth execution.
• Support both sprint-driven work and execution-focused delivery days, helping drive the team toward meeting milestones and commitments.
• Maintain constant communication, clear progress reporting, and continuous feedback loops across all stakeholders.
• Drive progress from an account management perspective, surfacing risks early and helping keep teams aligned and moving forward.
• Ensure a high level of quality, attention to detail, and consistency across all project deliverables.

You Have

• Proven experience (2+ years) in account management, delivery, or a similar client-facing role within digital, creative, or project-based environments.
• Experience delivering website projects and working with cross-functional teams.
• A solid understanding of development workflows; a development background or strong technical knowledge is a strong plus.
• Strong command of English, with confidence communicating daily with clients and distributed teams.
• Hands-on experience using tools such as Jira and Smartsheet to manage delivery and reporting.
• Exceptional attention to detail, organization, and follow-through in fast-paced, complex environments.
• Proven ability to manage complex client relationships and work on high-visibility projects.
• A collaborative, proactive mindset with strong leadership skills, ownership, initiative, and a “ready-to-go” attitude to push projects forward.
• Excellent communication and relationship management skills, both internally and externally.
• Exceptional attention to detail and organizational skills, ensuring accuracy and confidence in all deliverables.
• A collaborative, proactive approach and comfort working cross-functionally with diverse teams.
• High level of initiative, adaptability, and a genuine passion.

Nice to Have

• Experience working with CMS platforms—Adobe AEM is highly valued; familiarity with WordPress or Drupal is a plus.

What We Offer

• Global maternity and parental leave 
• Competitive benefits packages
• Vacation, compassionate leave, wellness days, and flex days
• Diversity and Inclusion Board with 12 affinity groups
• Internal learning and development programs
• Enterprise-wide employee discounts 

Our new hires & employees are the future of our organization, and we want to set you up for long-term success. In an effort to do so, we expect our team to work in our New York office for a minimum of 3 days a week

Critical Mass is an equal opportunity employer. 

Critical Mass uses artificial intelligence in our recruitment process to enhance job postings, filter keywords during the review of prospective candidates, and, in some cases, transcribe interviews with our recruiters. Human review remains central to the process, and all hiring decisions are ultimately made by our team.

The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com, omc.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.

If U.S. based: https://www.consumer.ftc.gov/articles/job-scams#avoid
If Canada based: https://www.canada.ca/en/services/finance/consumer-affairs.html
If U.K. based: https://www.gov.uk/consumer-protection-rights
If Costa Rica based: https://www.consumo.go.cr/educacion_consumidor/consejos_practicos.aspx