The Secret to Getting More From Your Account Manager (Without Burning Them Out)
If you’re running a growing digital marketing agency, there’s one role that can make or break your client experience: your Account Manager. But here’s the challenge many agency owners quietly face:
How do you empower your Account Manager to thrive…
without turning them into the catch-all for every stray task in the business?
This blurry line is where scope creep, miscommunication, and burnout start creeping in. And when those issues show up, both your clients and your team feel it.
Let’s break down how to get the best out of your Account Manager—while protecting your agency’s bandwidth, client satisfaction, and overall growth.
The Hidden Reason Account Managers Get Overloaded
Most agency owners hire an AM because they’re overwhelmed and need someone to “talk to clients.” But without a clear scope, things get messy fast.
As one of our team members often says:
“If everyone is wearing all the hats, then no one owns anything.”
That’s the danger zone. When lines blur, Account Managers start handling tasks from strategy to sales to execution, all things that pull them away from their actual strengths: communication, coordination, and client experience.
What an Account Manager Should Own
Your AM is the relationship driver, not the strategist or the technician.
Their core responsibilities include:
Keeping communication clear and proactive
Guiding clients through each step
Managing timelines and deliverables
Supporting internal and external teams
Protecting the client experience
Every task should pass the test:
Is this improving the client experience?
If not, it likely belongs to another role.
How to Protect Your AM From Burnout (and Increase Their Impact)
Here’s how to create a healthy, effective structure that keeps your AM in their zone of genius:
1. Create a clear scope of work
A defined role prevents misunderstandings and keeps expectations realistic.
2. Reevaluate responsibilities monthly
Agency life moves fast. Regular check-ins ensure workload and priorities stay aligned.
3. Share goals and business context
When your AM knows what you’re focusing on: sales, retention, internal ops, they can adjust their work to support those goals.
4. Give them ownership
Empowerment unlocks better decision-making, stronger relationships, and ultimately, faster agency growth.
Why This Matters for Your Agency’s Growth
A strong Account Manager is more than an inbox buffer, they’re the glue that holds your client relationships together. When supported properly, they:
Reduce churn
Improve communication
Free you from the day-to-day
Strengthen internal processes
Protect the team from overwhelm
But they can only do that when they have clarity, boundaries, and direction.
Your agency doesn’t need more hustle. It needs better support systems, and a well-empowered Account Manager is one of the smartest places to start.