Senior Client Partner

About Horizontal Digital

Horizontal Digital is a digital consultancy built around a simple idea: a company is only as strong as the weakest customer experience it delivers. To raise that bar, the team designs websites, apps, portals, and other digital experiences for Fortune 500 clients, combining strategy, data, design, and technology to build solutions that are thoughtful, intuitive, and centered on real customer needs.

Values

• Lock arms: The company believes in working together across teams, clients, and communities to multiply impact.
• Show hustle: The team moves proactively, looks for opportunities early, and works hard to deliver exceptional outcomes.
• Embrace change: New technologies and evolving workplace ideas are welcomed rather than resisted.
• Elevate empathy: Listening first and considering different viewpoints is a core expectation.
• Never settle: The culture encourages pushing beyond obvious answers to reach stronger ideas.

Role overview

The Senior Client Partner is responsible for leading a portfolio of clients and ensuring those relationships create measurable business value. This role owns client growth, retention, satisfaction, and account management across multiple engagements, typically totaling $5-10M.

The ideal person is highly motivated by improving customer experience through strategy and technical delivery. They should have a strong record of retaining accounts, expanding relationships, guiding clients through change, and contributing to profitable year-over-year growth. The role also requires the ability to understand client business goals in context and align them with Horizontal Digital's capabilities.

This position calls for curiosity, comfort with complex digital and business strategies, and the ability to advise clients through transformation while contributing positively to the internal culture.

What you'll do

• Lead and manage a portfolio of accounts, usually worth between $5M and $10M.
• Develop trusted advisory relationships that support business impact and revenue growth.
• Understand client challenges and recommend the right Horizontal methodologies and solutions.
• Build strong senior-level and executive relationships within client organizations.
• Create opportunities for advisory discussions using industry insights, relevant case studies, and best practices.
• Maintain a complete view of each client, including structure, goals, reporting lines, remit, and funding.
• Coordinate client mapping so the right Horizontal team members are engaged in the relationship.
• Encourage the wider Horizontal team to stay curious about the client's business, technology, experience, and brand goals.
• Own client onboarding, including kickoff and a smooth handoff into delivery leadership.
• Use industry knowledge to help clients evaluate options and make informed decisions.
• Track customer satisfaction across the portfolio and lead improvement actions when needed.
• Contribute partially billable strategy or delivery work, typically in the 25-50% range.
• Create and execute account plans that identify and pursue growth opportunities within each client.
• Act as a strategic advisor to clients while protecting profitability and supporting year-over-year growth.
• Monitor revenue closely, ensure opportunities are forecast accurately, and keep annual commitments on track.
• Define scope across complex accounts and turn vague requests into strong proposals and contracts, including statements of work.
• Use knowledge of Horizontal services and partnerships to cross-sell across capabilities and build balanced, sustainable accounts.
• Work closely with internal capability teams to support delivery quality and represent the client perspective.
• Support new business efforts by bringing industry expertise into pursuit planning and engagement setup.
• Partner with delivery and operations teams to keep forecasts accurate.
• Collaborate with capability teams to produce case studies that show the value delivered to clients.

What success looks like

• Building account strategies and OKRs that clearly measure business impact.
• Expanding Horizontal Digital's services to help clients meet their goals.
• Meeting revenue and account margin targets.
• Achieving client satisfaction targets measured through NPS.
• Earning partner certifications where relevant.

What you bring

• Strong stakeholder management and communication skills.
• Proven experience growing key and growth accounts of $5M+.
• The ability to shape vision, align stakeholders, and drive agreement around ideas and approaches.
• Confidence leading meetings and presentations with senior clients and inspiring internal teams.
• Experience in Healthcare, Financial Services, Travel & Hospitality, Manufacturing, and/or CPG is preferred.
• Relevant industry expertise for your focus area.
• Experience with Sitecore, Optimizely, Contentstack, or similar composable DXP platforms is preferred.
• Strong financial understanding, including forecasting and revenue management.
• A bachelor's degree and at least 10 years of experience in a digital agency, consultancy, or digital product development setting.

Additional information

The company notes that this description is not a complete list of every duty or responsibility for the role. Responsibilities may change at any time, with or without notice.