The Role:

We're hiring a Head of Account Management to lead our TikTok Shop Performance (TSP) department. You’ll be responsible for scaling client success, revenue growth, and internal process excellence across all account pods. This is a highly strategic leadership role with visibility across the executive team and ownership over a growing book of business. This role is IN-PERSON in Los Angeles. 

What You'll Do:

🚀 Strategic Leadership

• Own departmental playbooks & SOPs for account management, creator management, and paid media strategies—continuously iterate to stay ahead of platform changes.

• Oversee client success metrics, including churn risk scoring, net promoter scores, and account-level revenue forecasting.

• Run performance management: Conduct weekly 1:1s and monthly reviews for Senior Account Managers (AMs) and Junior AMs (JAs), with KPI-linked feedback loops.

📈 Revenue & Pipeline Ownership

• Set and exceed GMV and retainer targets across pods.

• Partner with executive leadership to forecast quarterly revenue and margin based on account health and pipeline velocity.

• Identify upsell opportunities and support AMs in cross-selling creator or paid services.

🧩 Operational Execution

• Serve as the escalation point for account teams handling client fire drills, underperformance, or communication breakdowns.

• Ensure smooth progression of accounts through onboarding → activation → retention → upsell stages.

• Coordinate with Live, Brand, and Creator teams to avoid siloing and ensure campaign excellence.

🎓 Training, Culture & Hiring

• Lead monthly pod-level trainings on topics such as creator pitching, TikTok Shop updates, paid media strategy, and client communication.

• Own hiring and onboarding of new Senior and Junior Account Managers as we scale.

• Act as a culture carrier, ensuring AMs embody a client-first, performance-driven mindset across all interactions.

• Help refine and uphold team values, rituals, and operating cadences as the agency scales.

Nice to Haves:

• Experience leading AM teams in a high-growth agency or commerce tech environment

• Deep understanding of TikTok Shop, creator marketing, or affiliate-based growth models

• Familiarity with CRM tools like HubSpot and project management platforms like ClickUp or Asana

• Analytical mindset with experience interpreting dashboards and performance KPIs