Senior Account Manager (Client Services)

Job description

Senior Account Manager (Client Services) ABOUT LUCID DREAM Lucid Dream is a creative studio focused on life science and healthcare customers. We produce immersive simulations (VR/AR/XR) and game-based experiences that educate physicians and patients on complex science. Our work sits at the intersection of creative craft, emerging technology, commercial strategy, scientific communication, and disciplined production. Located in the heart of downtown Durham, NC, our office at the historic American Tobacco Campus is a short walk from world-class dining and entertainment venues including the Durham Bulls Athletic Park and the Durham Performing Arts Center (DPAC). ABOUT THE ROLE We're looking for a client services professional who has thrived in a creative agency or production environment and knows how to be the strategic and creative partner clients rely on. You'll own the day-to-day client relationship across a small portfolio of accounts, partnering with life sciences brands to shape interactive, immersive, and gamified experiences that help them explain complex science in ways nobody else can. Our work focuses on interactive and XR formats, but you do not need a background in games or XR to succeed here. If you've built strong client relationships and shaped creative work in an agency setting, we'll teach you the medium. What matters is that you can hold a client relationship together, help shape early thinking into sharper creative direction, and recognize when an account or opportunity needs additional attention and resources. You'll stay close to how each client is thinking — what they're prioritizing, where their strategy is evolving, and what matters most to them across a project's lifecycle. You'll bring that context back to our teams to keep the work aligned, and advocate for Lucid Dream by advocating for our clients, and vice versa. PRIMARY RESPONSIBILITIES Client Relationship & Project Oversight Serve as the primary day-to-day contact for assigned client accounts, building trusted relationships and ensuring a consistently high-quality client experience Translate client goals and requests into clear, actionable briefs for internal delivery teams, ensuring the work produced matches what was scoped and promised Manage projects end to end, coordinating across design, development, and other functions to keep work moving and deliverables on track Own project timelines from the client's perspective, proactively managing expectations, flagging risks early, and ensuring committed deadlines are met Manage account budgets and scope, tracking against estimates, identifying scope changes, and protecting project profitability Keep clients informed throughout the engagement with regular status updates, clear communication, and timely resolution of questions or concerns Account Health & Growth Surface insights from project work and client feedback that inform account strategy and renewal conversations Identify opportunities to expand scope and deepen client relationships through the natural course of delivery and annual planning Build new relationships within existing accounts, expanding into adjacent teams, business units, and therapeutic areas to open new opportunities Coordinate with commercial leadership on account strategy, growth planning, and pursuit of larger opportunities Recognize when an account or opportunity needs additional attention, resources, or team involvement Delivery Partnership & Coordination Partner closely with project managers, creative leads, and developers to keep work aligned with client expectations and strategic intent Help translate subjective client feedback into clear, actionable inputs for creative and development teams Review work in progress with a critical eye, flagging misalignment between deliverables and client objectives before it reaches the client Hold the line on scope when appropriate, and know when to flex, balancing client satisfaction with project profitability WHAT YOU'LL NEED TO SUCCEED 5+ years of client services or account management experience at a creative agency, digital agency, or similar creative production environment Direct experience shaping creative work with clients, not just managing timelines and deliverables around it A consultative approach to client relationships and comfort bringing a point of view to creative conversations Excellent written and verbal communication skills Familiarity with HubSpot, project management tools such as ClickUp, Monday, Trello, or similar, and Google Workspace Ability to travel approximately 25% for client meetings, site visits, and industry events Nice to have (a real plus) Experience with life sciences, healthcare, medtech, or pharmaceutical clients. If you've navigated brand teams, MLR review cycles, or the pace and constraints of pharma marketing, we especially want to hear from you. WHAT WE OFFER Robust company culture committed to our core mission and values Amazing group of talented colleagues, and a management team dedicated to transparent leadership and helping everyone grow and thrive Competitive salary Employer-sponsored health, vision, and dental 401(k) Retirement Plan with company match Responsible Paid Time-Off Policy Hybrid Work policy Parental Leave Policy Downtown Durham office with parking Monthly team-building events Lucid Dream is an Equal Opportunity Employer that gives all qualified applicants consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. We are committed to creating an inclusive environment for all employees based on mutual respect. All employment is decided on the basis of qualifications, merit, and business need. No recruiters – principals only please!