Client Services Manager - Website Design & Development

Who We Are

Urban Insight is a leading digital agency creating innovative websites and web applications for organizations that make a difference. We specialize in solving complex problems through website and web app strategy, design and development using open-source content management systems (primarily, Drupal and WordPress, and headless architectures). Our clients include some of the most well-known museums, nonprofits, publications and media, financial services, universities, and cities. Urban Insight has been in business for nearly 25 years and continues to expand each year. We thrive on having a professionally rewarding environment where team members are encouraged to grow.

The Opportunity

At Urban Insight, our Client Services Manager is passionate about helping our clients get the most out of their investment in Urban Insight, and the investment in the technologies and projects we work on together. Urban insight delivers customizable website and web app solutions that fit our clients business needs for their brand. This individual will closely align with our client’s business trajectory and strategic plans, and create opportunities for Urban Insight to assist our clients reach these new heights. To realize this, we need the extraordinary contribution of many individuals working together as a team. We invite you to bring your best and become a member of this innovative team! A successful candidate will be not only an accomplished Client Services and Account Management professional but also a critical and strategic thinker and of course, an exceptional team player. This is an opportunity to drive and evolve Urban Insight’s Client Services strategy.

Key Responsibilities

• Client Relationship & Retention Strategy: Own the end-to-end client relationship and lifecycle for key accounts—from onboarding to renewal—ensuring exceptional service delivery, strategic alignment, and retention through proactive engagement and planning.
• Account Growth & Opportunity Development: Identify and lead new business opportunities within existing accounts, including writing proposals and Statements of Work (SOWs), conducting account mapping, and leading upsells and renewals.
• Strategic Advisory & Technical Enablement: Serve as a trusted strategic advisor to clients by aligning their business goals with Urban Insight’s technical expertise and web development capabilities, helping them realize the full value of their investment.
• Client Advocacy, Risk Mitigation & Resolution: Act as the voice of the client across internal teams, surface meaningful feedback to improve service and solutions, and take ownership of issue resolution and risk mitigation to ensure account health and satisfaction.
• Process Optimization & Reporting: Maintain detailed client records and activity in CRM tools, build repeatable processes for success, and lead the development of Urban Insight’s client success frameworks and KPIs.

Success Metrics
In you first 90 days:

• Built strong, trust-based relationships with key client stakeholders and internal project managers through regular engagement and active participation in client meetings.
• Developed strategic account plans for at least 3 key clients, conducted 2 QBRs, and identified a minimum of 3 upsell or cross-sell opportunities.
• Evaluated and improved the client onboarding experience, delivering recommendations for process updates.
• Completed a 90-day performance review, reflecting on progress made and outlining a clear action plan for the next phase.

In your first year:

• Achieved a 95% client retention and gross revenue retention rate across your client portfolio, contributing to Urban Insight’s overall growth targets.
• Generated $370,000 in expansion revenue from existing accounts with 8 projects closed.
• Established yourself as a strategic advisor, securing at least 10 client referrals and contributing to measurable improvements in client satisfaction scores.
• Created and implemented scalable client success plans and processes across Urban Insight’s client base, while supporting leadership in complex client situations and strategic growth opportunities.

Qualifications & Requirements

• 5+ years of experience in client services or account management within website design and development (Drupal, WordPress, Headless architectures preferred).
• Proven success managing client renewals, expanding accounts, and negotiating proposals and contracts.
• Exceptional communication skills with the ability to simplify complex concepts and build trust with technical and non-technical stakeholders.
• Strong organizational, time management, and problem-solving skills in a fast-paced, deadline-driven environment.
• Highly self-motivated, with a positive, collaborative attitude, and comfortable working independently and cross-functionally.
• Passion for client services / account management, digital technology, and delivering outstanding service

About Urban Insight

• Urban Insight is a leading digital agency with 35+ team members. https://www.urbaninsight.com/     
• We work with some of the best-known museums, nonprofits and other institutions, such as LACMA, The Broad, University of Southern California, City of Los Angeles, and the Japanese American National Museum.
• We’ve won numerous design awards including such as for our work for Stay Housed Los Angeles and the National World War 1 Museum & Memorial.
• We’re the top-ranked Web development agency in Los Angeles, according to Clutch, an independent analyst. Have a look at what our clients say about us: https://clutch.co/profile/urban-insight 
• We have a clearly defined project management methodology and case management system.
• We run on the Entrepreneurial Operating System.

Why Work at Urban Insight?

• We take on interesting, meaningful projects for appreciative clients
• We offer a flexible working environment - work from anywhere in the United States
• We work with you to create a career path that works for you
• The average employee tenure is 6.5 years
• We're stable and growing. We've been in business for 24+ years and continue to grow each year
• We offer a casual and flexible working environment with plenty of opportunities for growth for the right candidate
• We believe in a reasonable life/work balance and enjoy 40-hour work weeks
• We allocate resources and time for training and professional development
• We have weekly events to keep the team connected: Lunch & Learns, Lightning Demos, Game Breaks
• There are many more reasons: https://www.urbaninsight.com/careers 

Compensation

We offer a highly competitive salary, which depends on your qualifications and experience. Our salary package includes:

• Total annual compensation: $85-110K + commissions (On-track earnings of approx $125K)
• Available fully remote with some travel required
• Medical, Dental & Vision insurance (Employer selected plan, paid at 95%)
• 15 days of PTO increasing to 20 days after 4 years
• Holiday time off (10 days per year)
• Company-sponsored 401(k) plan with employer match
• Short Term Disability (100% employer-paid for EE's outside of CA)
• An annual customized training plan and time to study
• Performance and compensation reviews annually

To Apply
Please submit your resume