Director, Account Management

About eHouse Studio, LLC

eHouse is a premier Shopify Plus digital commerce agency and Klaviyo Master Elite partner that offers comprehensive digital transformation services tailored for mid-market and enterprise organizations.

Redefining what’s possible in digital commerce.

At eHouse, we create growth opportunities through consultation, innovation, and emerging technologies, with a relentless focus on people, clients, partners, and operational excellence.

eHouse has capabilities in eCommerce development, technological innovations, and growth marketing strategies all under one roof. We understand the unique needs and goals of each of our clients and partners, and we create customized solutions based on our deep knowledge and expertise.

In order for us to deliver the best services for our clients and partners, we must first deliver the best practices and experiences for our people. We do that by prioritizing and modeling our Core Values on a daily basis. They are our guiding principles for how we show up and hold ourselves and each other accountable: Be Curious. Be Resourceful. Be Accountable. Be Collaborative. Be Kind. If you feel a resonance with our Core Values and an alignment with the following job description, please apply!

About the role

The Director of Account Management is responsible for leading the day-to-day operations and strategic direction of the Account Management team at eHouse Studio. This includes overseeing client relationship strategies, performance management, and delivery oversight across a portfolio of Shopify Plus clients.

The Director plays a key leadership role in client retention and revenue growth efforts, ensuring our AM team is empowered, supported, and aligned with broader business goals. They serve as the escalation point for clients, a liaison between internal teams, and a coach to team members navigating complex accounts.

What we are looking for:

• We are seeking a human-centric leader to guide a talented team of Account Managers focused on delivering exceptional client experiences, achieving retention goals, and uncovering growth opportunities through upselling and cross-selling.
• Reporting to the CEO and working closely with our executive team, this role is both strategic and operational—shaping how we scale relationships and value delivery across our eCommerce client base.

What you'll do

• Hiring, developing, and delivering performance assessments and growth plans for Account Managers
• Ensuring AMs have the right tools, knowledge, and support to exceed client expectations and meet business KPIs
• Leading regular team meetings and conducting 1:1s with direct reports
• Organizing and leading team-building activities and training sessions
• Coaching team members through challenging account dynamics and strategic planning
• Driving operational improvements that accelerate client value delivery
• Facilitating cross-functional collaboration between departments (design, dev, strategy, etc.)
• Communicating program performance and updates to senior leadership
• Overseeing project tracking via internal systems and tools (Asana, Harvest, etc.)
• Preparing and executing team meetings and Quarterly Business Reviews (QBRs)
• Reviewing reports and client dashboards to monitor health and proactively address risk
• Attending leadership development training sessions as needed
• Performing additional leadership duties as assigned
• Drive increased renewal rates and reduce churn through strong client relationships and team performance
• Lead and scale upsell/cross-sell efforts across existing accounts
• Champion service adoption and customer satisfaction through strategic alignment
• Foster long-term customer advocacy and brand loyalty
• Optimize client segmentation and interventions based on lifecycle stage
• Standardize proactive engagement strategies throughout the customer journey
• Evolve customer experience touchpoints and feedback loops
• Track, analyze, and improve team and client outcomes using key performance data
• Align closely with cross-functional departments to ensure consistent messaging, support, and delivery
• Help define the ideal client profile and build frameworks for continuous feedback

Qualifications

• 7+ years of experience in the eCommerce space with a strong understanding of agency/client dynamics and strategic account growth
• 5+ years of people management experience, preferably within a digital agency, consulting firm, or eCommerce services company
• Proven expertise in client retention, revenue expansion, and team development
• Hands-on experience with Shopify Plus, Klaviyo, and related commerce technologies
• Track record of successfully building executive-level client relationships and managing escalations
• Comfortable developing account plans, QBRs, and growth strategies
• Deep understanding of the eCommerce ecosystem, sales funnels, and digital KPIs
• Experience operating in remote-first environments with distributed teams
• Strong multitasking, prioritization, and communication skills
• Enthusiasm for continuous improvement, innovation, and agency life