Serotina Media is a Toronto-based social media and digital marketing agency. We partner with brands across consumer goods, B2B, health, and nonprofit sectors to plan, produce, and grow their presence across social, paid, and digital channels.

Our work spans social strategy, content production (photo, video, design, UGC and creator programs), community management, paid media, and performance reporting. We run a lean, cross-functional team on structured workflows, so every client gets consistent, well-managed delivery.

The Account Manager is the primary point of contact for a portfolio of client accounts. You own the client relationship from onboarding through delivery, reporting, and renewal, making sure every client feels informed, heard, and well served.

The role sits between our clients and our internal team. You translate client goals and feedback into clear direction for strategy, creative, and production, and you make sure what we deliver matches what the client needs and what the Scope of Work covers. You also help grow existing accounts and support the agency’s new business efforts.

CORE MANDATE

- Function: Primary client relationship manager. Owns the client experience from onboarding through delivery and retention.
- Reports to: Director, Client Accounts
- Collaborates with: Project Management, Creative Strategy, Editorial, Design, Content Production, Paid Media, and Community Management
- Employment type: Full-time, remote. Montreal preferred; Toronto also considered. Must be available to work Eastern Time hours.
- Salary range: $60,000 to $75,000 CAD per year

RESPONSIBILITIES

Client Experience

- Manage all day-to-day client communication:



calls, emails, scheduled touchbases, and quarterly business reviews (QBRs).
- Lead client onboarding with Project Management and Creative Strategy, from kickoff to the first content cycle.
- Run internal mockup and alignment meetings so creative output reflects client expectations and strategic direction.
- Conduct the final client-fit review of content calendars and deliverables before they go to the client.
- Collect, consolidate, and route client feedback so revisions are clear, complete, and on time.
- Present monthly and quarterly performance reports, and turn results into recommendations the client can act on.
- Oversee community management and paid amplification on assigned accounts, ensuring quality and strategic alignment.
- Serve as the first point of escalation for client concerns, and resolve issues quickly and professionally.

Delivery Oversight

- Share a weekly status sync with Project Management on priorities, deadlines, and risks for each account.
- Keep client requests flowing through our task intake process in Teamwork, not side channels.
- Monitor delivery against the SOW and flag scope creep early, before extra work is done.
- Track client approvals in our content platform (Rella)



so posts move from Pending Client Approval to Approved on schedule.

Administration

- Support the drafting of Scopes of Work (SOWs), renewals, and amendments for new and existing engagements.
- Support scoping and budgeting projects using the agency Estimation Tool, with input from Project Management and team leads.
- Log time accurately in Teamwork and keep account records, meeting notes, and client folders current.
- Contribute to agency SOPs for account management, onboarding, and reporting.

Account Growth and Business Development

- Identify upsell and cross-sell opportunities within existing accounts (paid media, content production, creator programs).
- Support current business through proposals, pitch preparation, and lead nurturing.
- Maintain an active professional presence on LinkedIn and represent Serotina at industry and networking events.

OWNERSHIP AREAS

- Client Communication: All day-to-day touchpoints, including calls, emails, status updates, and QBRs. First point of escalation for client concerns.
- Client Onboarding: Leads onboarding with Project Management (logistics) and Creative Strategy (strategy).
- SOW and Scoping: Drafts SOWs, manages scope definitions, and flags scope creep early.
- Content Calendar Approval: Final review for client fit, tone, and strategic alignment, after creative approval and before client presentation.
- Client Feedback Loop: Consolidates client feedback into clear, actionable revision notes for the team.
- Client Reporting: Presents monthly and quarterly reports and leads the recommendations conversation.
- Renewals and Growth: Ret

📌 Account Manager (Montreal)
🏢 Serotina Media
📍 Montreal