Are you ready to transition from managing accounts to building a Client Services department?
Refuel Creative is at a pivotal growth point.
After 9.5 years of delivering elite results for eCommerce, B2B, and Government clients, we are introducing a dedicated Account Management layer to scale our operations.
We need a non-negotiable agency veteran, someone who can read the room, spot a hidden risk before it becomes a problem, and turn a satisfied client into a long-term partner.
In return, you’ll work directly with the GM and CEO, with a clear, documented path to becoming our Head of Client Services as the team expands.
Why this role exists
We've grown by letting specialists own their client relationships directly.
That's worked for years.
As the book has grown, it's become a single point of failure.
When a specialist gets overloaded or distracted, the client relationship suffers and we don't see it until it's a problem.
We're introducing an Account Manager layer between specialists and clients.
You own the client relationships, orchestrate the specialist team behind you, and make sure work gets delivered, billed accurately, and reviewed regularly.
Specialists focus on doing great work.
You focus on making sure the right work happens, the right way, on time.
This is a brand new role.
The first AM hire will own a portfolio of 10 to 15 clients spanning B2B RevOps retainers, government and NFP accounts, and longer term DTC clients.
The eCommerce performance accounts are owned by a separate eCommerce Campaign Manager.
What you'll do
Own client relationships across a portfolio of 10 to 15 active accounts
Run client meetings: weekly check ins, monthly reviews, quarterly strategy. Set the agenda, present results, capture actions.
Orchestrate the specialist team. Translate client priorities into Teamwork tasks with clear scope, owners, and deadlines. Chase work proactively. Escalate risks early.
Quality assure outgoing deliverables (reports, decks, creative, ads) before they reach the client
Partner with our Finance lead on invoicing accuracy. Work delivered equals work billed.
Identify upsell and retention opportunities in the live book. These clients have +84 NPS and 3 year average tenure. The room to grow them is real.
Be the named relationship owner so when a client emails or calls, there's one human responsible for the answer
You must have
5+ years client facing project management or account management in a digital marketing agency. This is non negotiable. In house PM or non agency PM doesn't translate.
Hands on with Teamwork, Asana, ClickUp or equivalent. You live in the project tool.
Confident running client meetings, presenting results, and having hard conversations (late deliverables, scope creep, performance issues)
Working knowledge of paid media, email marketing, SEO, and web sufficient to scope, brief, and spot risk. You don't need to execute. You need to ask the right questions.
Excellent professional written English with attention to detail
Experience working with remote specialist teams across timezones (we work with team members in the Philippines)
A reading of the room. When a client is unhappy and not telling us, you notice. When a specialist is overloaded and hiding it, you notice.
Embraces AI and tech as part of the workflow. We use AI across delivery and ops, and you'll be expected to as well.
Competitive and accountable.
This role has clear KPIs: client retention, NPS, upsell revenue, project margin.
If you're allergic to being measured or want to coast on relationships without delivering numbers, this isn't your role.
The people who thrive here get a buzz from hitting and exceeding targets.
Bonus
Previous experience at a performance or growth marketing agency
Familiarity with HubSpot, Klaviyo, Meta Ads Manager, GA4, Shopify
Government or NFP account experience
What we offer
Competitive base + super + commission on upsells within your portfolio. You grow your accounts, you share in the upside.
Performance bonus tied to client retention and NPS
4 weeks leave + birthday off (Port Adelaide candidates)
Hybrid working. Port Adelaide office for those local.
Professional development budget. Real time to learn, not a token line item.
Genuine career path. This role grows into Head of Client Services as we scale to multiple AMs.
Direct working relationship with the GM and CEO
About Refuel
Refuel Creative is a 9.5 year old digital marketing and revenue operations agency based in Port Adelaide, with a distributed specialist team across the Philippines.
We connect CRM, advertising, email, and web into one integrated engine for ambitious eCommerce and B2B brands.
We're a HubSpot Solutions Partner, Google Premier Partner, Meta Business Partner, and one of a select few Global Canva Implementation Partners worldwide.
What sets us apart is the depth and length of our client relationships.
Our average client stays with us for 3 years, several have been with us the entire 9.5 years we've been in business, and our NPS is +84 with zero detractors.
We don't churn clients, because we don't behave like a vendor.
We behave like a strategic partner with skin in the game.
We're an AI first, tech heavy agency.
We use AI in our delivery, in our internal operations, and in how we support our team.
If you want to run projects from a whiteboard and a notepad, this isn't the place for you.
If you're excited by working in a fast moving, tech forward team where the tools are part of how we win, keep reading.
We move fast and you'll learn a lot.
Professional development is real here.
You'll get time to learn and develop, and you'll learn drinking from a firehose.
Our clients are diverse and demanding, and the people who thrive here treat that as the opportunity it is.
For Philippines based candidates, you don't need to work Port Adelaide business hours.
We need meaningful daily overlap (typically 4 hours), but our long term goal is 24/7 client support, so candidates who prefer to work later in the Philippines day are particularly welcome.

Company in the Philippines.