At Postali, our Client Experience team serves as the bridge between our law firm clients and our agency operations team executing on marketing strategy. Strong client relationships require more than responsive communication. They require strategic thinking, ethical guidance, consistent responsiveness, and a genuine understanding of what helps a law firm grow.
We are looking for an experienced Account Manager who is ready to independently own client relationships – not shadow calls or simply coordinate tasks. If you naturally anticipate what clients need, connect marketing performance to business outcomes and take personal responsibility for moving relationships and results forward, this may be the right role for you.
About the Role
The Account Manager owns the day-to-day relationship for a portfolio of Postali’s law firm clients. Reporting to the Director of Client Strategy & Growth, you will lead client calls, guide strategic conversations, coordinate work across internal teams, and make sure clients feel supported, informed, and confident in the work we are doing.
This is a highly cross-functional role. You will partner with SEO, paid media, content, design, development and Project Management to translate each client’s goals into a coordinated marketing strategy. You do not need to be the person executing every tactic, but you must understand the digital marketing landscape well enough to ask the right questions, identify opportunities, and guide clients toward sound decisions.
What You’ll Do
- Own the day-to-day relationship for a portfolio of law firm clients, serving as their primary point of contact and trusted advisor.
- Lead client calls and strategy meetings by setting the agenda, guiding the conversation, translating goals into action and following through on next steps.
- Develop a strong understanding of each client’s firm, market, practice areas, growth goals, intake process and competitive environment.
- Partner with SEO, paid media, content, design and development teams to translate client goals into coordinated marketing strategy and execution.
- Own performance data across SEO, paid media, websites and lead-generation channels; synthesize the data into clear insights, business implications and recommendations for clients.
- Connect marketing performance to the outcomes clients care about, including qualified leads, signed cases, revenue potential, and return on investment.
- Anticipate client needs and identify growth opportunities within existing accounts, whether that means expanding services, addressing a performance gap or bringing a proactive recommendation to the table.
- Coordinate closely with Project Management to prioritize work, communicate timelines and keep client deliverables moving forward.
- Maintain thorough, organized notes and documentation in Postali’s internal workspace so decisions, commitments and next steps are clear.
- Handle client escalations and difficult conversations with professionalism, empathy, honesty and a solutions-first mindset.
- Advocate internally when a client needs more from Postali, and push back respectfully when a client request is not in the firm’s best interest.
- Contribute to and improve Account Management processes, documentation and standards.
- Support the Account Director with strategic initiatives, business-development activities and cross-account planning as needed.
- Stay current on changes in digital marketing, the legal industry and the ways AI is reshaping search, content and client expectations.
Why This Role Is Different
Our clients are law firm owners. They are not primarily interested in rankings, traffic, impressions or a list of completed tasks. They care about whether their marketing is helping them generate the right cases, grow revenue and build a stronger firm.
The Account Manager is responsible for translating marketing work into that business story. You will be expected to understand not only what we are doing, but why it matters, what the data is telling us and what we should recommend next. Trust is built through consistency, follow-through and honest communication—especially when performance is not where we or the client want it to be.
This is also not a passive coordination role. The right person notices issues before they become escalations, brings recommendations instead of simply raising questions and takes ownership of moving the relationship forward.
What We’re Looking For
- Two to five years of client-facing digital marketing experience, preferably in an agency environment managing multiple accounts.
- Demonstrated ability to independently own client relationships, including leading calls, guiding strategy and being accountable for outcomes.
- Practical working knowledge of website design and development, SEO, content, paid media and analytics. You do not need to be an expert in every channel, but you must be able to speak the language fluently enough to guide strategic conversations.
- A business-minded approach to client success. You naturally think about leads, cases, revenue and return on investment—not only marketing activity or channel-specific metrics.
- Exceptional written and verbal communication skills, including the ability to explain complex marketing topics succinctly to non-marketing audiences.
- Strong interpersonal judgment and the confidence to navigate difficult conversations, deliver unwelcome news and respectfully challenge a client or colleague when needed.
- Excellent organizational and self-management skills. You can manage multiple clients, competing priorities and deadlines without losing track of important details.
- A proactive, solutions-oriented mindset. You spot problems early, investigate what is happening and bring a thoughtful recommendation forward.
- Comfort working with data, including pulling reports, spotting trends, questioning inconsistencies and turning numbers into a clear client-facing story.
- Curiosity about the legal industry and the business challenges law firm owners face.
- An interest in how digital marketing is evolving, including the impact of AI on search behavior, content strategy, reporting and client expectations.
Great to Have
- Previous agency experience managing law firm or professional-services clients.
- Hands-on experience with Google Analytics, Google Search Console and SEO reporting platforms such as Ahrefs, Semrush, BrightLocal or AgencyAnalytics.
- Familiarity with project-management tools. Postali uses Wrike.
- Strong Excel or Google Sheets skills, including formulas, filtering and pivot tables.
- Experience supporting proposals, business-development conversations and new-client onboarding.
- Familiarity with CallRail, conversion tracking and the relationship between marketing attribution and a client’s intake data.
- Experience working with client relationship management or legal-intake platforms.
The Tools You’ll Work With
Google Analytics, Google Search Console, AgencyAnalytics, Ahrefs, Semrush, BrightLocal, CallRail, Hubspot, Wrike, Excel or Google Sheets, our client’s CRM and intake platforms, and Postali’s connected marketing stack. You will also work with AI-enabled tools that support research, analysis, documentation and client strategy.
Job Details
- Full-time; hybrid position
- Postali’s office is located in Columbus, Ohio 43215.
- Reports to: Director of Client Strategy and Growth
- Benefits include 401(k); health, dental and vision insurance; life insurance; paid generous time off; and 12 weeks of paid parental leave.
How to Apply
You do not need to check every preferred box. If you have at least two years of client-facing digital marketing experience, are comfortable independently leading client relationships and believe great account management means connecting marketing work to real business outcomes, we want to hear from you.
Submit an application through Postali’s careers page and tell us about the types of clients you have managed, the marketing channels you have worked across and an example of how you helped a client navigate a challenge or improve results.