Senior Account Manager

Location: Remote (U.S. or Canada; must be available for Pacific Time collaboration and occasional India team coordination)About Pulse LabsPulse Labs — a UX research firm backed by Google and Amazon — partners with global technology companies to shape the future of digital products. We conduct innovative research programs that influence the tools millions use every day. We’re looking for an Account Manager to strengthen client relationships, oversee program execution, and ensure that every engagement runs with precision, speed, and strategic alignment. You’ll act as the bridge between clients and internal teams—keeping everyone informed, accountable, and focused on delivering exceptional results. This is a 100% remote role, open to candidates in the U.S. or Canada.The OpportunityWe’re seeking a highly capable and proactive Sr. Account Manager to serve as the day-to-day contact for our enterprise clients running highly complex, high-visibility research studies. This person will own the client relationship from contract kick-off through completion and drive account expansion. You thrive on being accountable for seamless program execution, obsessed with delighting clients, and are committed to our internal teams, ensuring daily clarity on program requirements, quality standards, priorities and deliverables. This is not a passive “relationship manager” role—it’s for someone who thrives in fast-moving environments, knows how to turn ambiguity into action, and is energized by managing multiple high-profile accounts simultaneously. You’ll be the connective tissue between clients and our delivery teams, translating business needs into action plans, and ensuring we deliver with quality, speed, and precision at scale. What You’ll DoOwn the client relationship — Serve as the primary point of contact and trusted advisor for assigned clients, fostering strong relationships and driving long-term partnership potential.Translate needs into action — Convert client requirements into clear internal deliverables, ensuring program goals, timelines, and compliance needs are fully understood and executed.Drive accountability — Through skills of influence, coordinate across cross-functional teams, keeping deliverables on track and ensuring quality standards are upheld.Anticipate and respond — Proactively identify potential risks, gaps, or opportunities before they surface and communicate these strategically to both the client and internal leadership.Communicate strategically — Prepare and lead client updates, highlight wins, manage risks, and showcase measurable value from Pulse Labs programs.Ensure renewal readiness — Partner with leadership to track satisfaction and identify expansion opportunities, ensuring clients stay engaged and excited about what’s next.Lead under pressure — Create calm and clarity in high-stakes or fast-paced moments, maintaining a steady presence for both clients and internal teams.Deliver results with intensity and care — Be ready to go the extra mile when the work demands it—and take time off when it doesn’t. What You Bring7+ years of experience in client management, program management, or account leadership roles—preferably in research services, agency, SaaS and/or high-tech.Success managing multiple enterprise accounts or programs simultaneously, demonstrated by key metrics of gross and net retention and client satisfaction. Exceptional communication and influence skills—able to align and motivate cross-functional teams without direct authority. Proven executive-level reporting (e.g., EBR, MBR, QBR) skills are critical. Strong problem-solving instincts and operational discipline, with the ability to stay calm and solutions-oriented under pressure.Ability to seek and gain a high-level understanding of complex data, client compliance frameworks, and technical program details. Attention to detail in setting up processes and systems to simplify the complexity for the team required.A proactive, impact-driven mindset—someone who takes initiative and follows through relentlessly until true client value is delivered. Willingness to work flexible hours when needed to support global teams and urgent, high-impact deliverables.Competitive base + performance-based bonus tied to client retention, satisfaction, and renewal outcomesWhy Pulse LabsYou’ll be part of a fast-growing, high-performance team shaping how the world interacts with AI and the latest technologies. We move fast, operate globally, and expect excellence—from ourselves and each other. If you love doing whatever it takes, turning complexity into clarity, and you thrive in an environment where accountability and action matter more than titles or hierarchy, you’ll fit right in.