Account Manager at HRVST in Montreal

The company

You might think we’re just another creative agency driven by client deadlines, profitability and corporate culture. Think again – when it comes to collaborating with new clients, one of the pillars we assess is the people behind the brand. Since 2014, HRVST began with a simple mission – to treat every project like our own. What exactly do we do? Everything from ecommerce to brand building, design and content. As Shopify Plus Partners, we’re building for brands migrating to, already on, or ready to develop a new store on the platform.

We’re not a boutique agency, we’re a small shop. We’re strong because of our team – the best idea always wins. We out-perform bigger agencies by applying small shop smarts to every project. Thinking small means attention to detail, but it also means having the time and energy to focus on our clients’ needs. Our small but specialized team is designed to create efficient systems that are tailor-made for our clients.

The role

The Account Manager will own client relationships end-to-end, from initial opportunity and discovery through project delivery, launch, and ongoing growth. You’ll own the sales process for your leads, from discovery through proposal and close. You will support new client onboarding, manage active accounts, and drive long-term success across HRVST’s client portfolio. You will act as the primary point of contact for clients, building strong relationships with key stakeholders and guiding them through each stage of the engagement. This includes leading discovery conversations, facilitating strategy workshops, and leading scoping and proposal direction to ensure a clear and aligned path forward.

Once work is underway, you will oversee project delivery by aligning internal teams on priorities, timelines, and expectations, while maintaining clear communication with clients throughout. You are responsible for ensuring work stays on track at a high level, proactively identifying risks, and stepping in when escalation or course correction is needed.

In parallel, you will play a key role in growing accounts by identifying opportunities for expansion, supporting new initiatives, and guiding clients toward the next logical step in their partnership with HRVST. This role balances client ownership, strategic oversight, and account growth across the full client lifecycle, and includes an incentive program tied to new business and account growth.

This role reports directly to the Account Director. You’ll work in a dedicated pod, alongside a Designer and Developer, on a shared set of clients.

The culture

• Remote-first, by design: We believe great work is about outcomes, not desks. Work where you are most productive.
• Health, dental, and life insurance: We support your mental and physical well-being so you can do your best work and feel good doing it.
• A proper home office setup: Every team member is outfitted with a new MacBook Pro and an external monitor so you are set up for success from day one.
• Generous time off that is actually encouraged: Enjoy summer Fridays, up to five weeks of vacation per year, and your birthday off to celebrate however you want.
• Protected focus time: Deep work matters here. We intentionally protect focus time so meaningful work can actually get done.
• High standards, no agency ego: We care deeply about quality, collaboration, and doing the work right. The best idea wins.
• Intentional time together: While we are remote-first, we make time to connect through off-sites, retreats, happy hours, lunch and learns, and holiday events.
• Bonus and referral programs that reward impact: We value contributions and recognize great work through company-wide bonus programs, referral opportunities, and role-specific incentives tied to growth and performance.
• Growth that’s intentional: We offer development plans, regular performance check-ins, and support for skills training, courses, conferences, and industry events so you always know where you stand and how you can continue to grow.
• A commitment to giving back: We partner with Bread & Beyond to support people experiencing or at risk of homelessness, and we empower our team to contribute to meaningful causes.

The responsibilities

Discovery, workshops, and opportunity development

• Lead discovery calls with inbound leads using HRVST’s structured approach.
• Guide qualified opportunities into strategy workshops as the first step in the engagement process.
• Facilitate workshops in collaboration with internal teams.
• Lead scoping and proposals, with leadership support on pricing, and close new business.
• Update and refine proposal templates as project types and client needs evolve.
• Ensure a smooth transition from initial engagement into delivery with clear scope, expectations, and documentation.
• Follow up on open proposals to drive timely decisions.
• Work toward sales and account growth targets set with the Account Director, and keep your pipeline up to date.

Client onboarding and relationship management

• Support onboarding for newly signed accounts and new projects within existing accounts, ensuring seamless integration into workflows while setting clear timelines, budgets, and expectations.
• Develop a deep understanding of each client’s business, structure, and goals to act as a trusted advisor.
• Serve as the primary point of contact for clients throughout their projects, maintaining strong relationships through clear, timely communication.
• Lead regular client meetings to provide updates, present ideas, help clients evaluate options and trade-offs, and guide decision-making throughout engagements.
• Act as an alternate point of contact for clients in other pods, ensuring continuity when teammates are away.

Project oversight and delivery alignment

• Develop clear project briefs with your pod’s Designer and Developer.
• Initiate project kickoffs to align teams on mandates, priorities, and expectations.
• Serve as the primary point of contact and bridge between clients and internal teams, ensuring clear communication, alignment, and continuity throughout all phases of delivery.
• Monitor project progress at a high level, identifying risks and managing expectations proactively.
• Review and approve work before it is presented to clients.
• Flexibility during peak periods, such as BFCM and year-end, to support high-priority launches.

Scope, budgets, and change management

• Oversee project scope and ensure alignment with agreed deliverables and objectives.
• Review and present budget updates in collaboration with internal teams.
• Communicate timeline shifts or scope changes clearly, outlining impact on deadlines or costs.
• Identify out-of-scope requests and collaborate on solutions that balance client needs with project constraints.
• Ensure project financials remain aligned with expectations and business objectives.

Account growth and retention

• Identify and advance opportunities for account expansion, guiding clients toward continued engagement with a focus on long-term partnerships and hour bank growth.
• Collaborate with internal teams to evolve client roadmaps and uncover new opportunities.
• Support client renewal discussions and long-term account planning.
• Participate in internal account reviews with the Account Director to assess performance, risks, and opportunities.

Reporting, issue resolution, and development

• Lead post-project recaps in collaboration with internal teams, summarizing outcomes, learnings, and next steps.
• Own the resolution of urgent client issues, ensuring they are handled effectively.
• Participate in quarterly reviews to reflect on performance, identify areas for growth, and set actionable goals.
• Prepare monthly client reports and collaborate with the Managing Director to support accurate billing.

The requirements

• 2+ years of experience in a client service role in an agency.
• Experience with Shopify is a must.
• Strong communication and relationship-building skills, with the ability to guide client conversations confidently.
• Solid understanding of agency workflows and creative processes across design and development.
• Strong understanding of digital, web, and design projects.
• Comfortable interpreting performance metrics and using data to inform decisions.
• Ability to work in an agile environment.
• Comfortable working with technical teams and understanding development workflows.
• Forward-thinking, collaborative mindset.
• Resourceful and proactive self-starter.
• Strong time management skills and ability to prioritize effectively across multiple accounts.
• Proven ability to lead sales conversations and close new business.
• Bilingual (English and French) is a strong asset.

Progression to Senior Account Manager

A Senior Account Manager operates with a higher level of independence, ownership, and strategic impact across accounts. Key indicators of progression include:

• Independently leading strategy workshops and client conversations.
• Owning scoping, pricing, and proposal direction.
• Driving account growth proactively, including expanding hour banks and identifying long-term opportunities.
• Acting as a trusted advisor to clients, influencing decisions and direction.
• Anticipating risks and solving problems before they arise.
• Mentoring Account Coordinators and contributing to the development of other team members.
• Identifying and improving internal processes and systems across accounts.