Account Manager

Role Summary

As an Account Manager at Leo FS, you serve as a trusted advisor and strategic partner to a portfolio of facilities management clients. Your focus is ensuring customers achieve measurable, lasting value from Leo's services, and that every interaction strengthens the partnership. You develop a deep understanding of each client's business priorities and operational needs, often anticipating challenges before they surface. You take ownership of the customer experience end-to-end, working closely with Operations to drive outcomes collaboratively and partnering with Sales when opportunities for growth emerge naturally from strong client relationships. You are the client's advocate within Leo and Leo's strategic voice to the client. You stay close enough to service delivery to identify and resolve issues proactively, bringing the right internal resources together to ensure swift resolution and a seamless experience. Revenue retention and expansion are natural outcomes of the relationships and value you build.

Key Responsibilities

Client Relationship Ownership

• Own the strategic communication lane with assigned clients. Ops handles day-to-day service communication; you handle partnership depth, systemic issues, and proactive thinking.
• Design, build, and facilitate Quarterly and Monthly Business Reviews, synthesizing operational performance data into strategic client-facing narratives
• Develop and maintain Client Health Scores using engagement signals, satisfaction metrics, and escalation trends to identify and mitigate risk early
• Maintain close alignment with Operations to ensure real-time visibility into service delivery and client-impacting events
• Own detractor follow-up and action plans at the account level. Drive improvement.
• Serve as the client’s internal advocate: surface systemic issues, push for process improvements, represent the client’s perspective in internal discussions.

Revenue Retention & Growth

• Lead the end-to-end contract renewal process across a structured 180/120/90-day cadence, coordinating with internal stakeholders on pricing and deal structure
• Identify and pursue upsell, cross-sell, and new service line opportunities within your portfolio, with autonomy to close independently or partner with Account Executives on complex deals
• Build and execute client retention and save strategies, leveraging health score data and engagement signals to detect risk and intervene early

New Client Onboarding

• Own the client experience during onboarding, ensuring a seamless transition from sale to service delivery in partnership with Operations
• Contribute a strategic growth roadmap during the pre-sale process, identifying early expansion opportunities and laying the foundation for the long-term success plan
• Execute a structured 30-day onboarding sequence including Welcome Call, communication cadence setup, initial health assessment, and 90-day strategic plan development

Cross-Functional Collaboration

• Partner with Operations daily. Two communication lanes, clear boundaries, mutual accountability. You are embedded with Ops, not above them.
• Partner daily with Operations in an embedded, collaborative model with clear communication channels and shared accountability for client outcomes
• Collaborate with Account Executives on expansion opportunities within a structure designed to incentivize partnership over competition
• Own resolution of billing and invoice disputes, balancing client relationship health with business outcomes

Required Qualifications

• 5+ years in customer success, account management, or client services in B2B services (facilities management, commercial real estate, or property services strongly preferred).
• Demonstrated experience managing a portfolio of $5M+ in annual contract value.
• Track record of hitting or exceeding 95%+ retention rates.
• Experience running QBRs/MBRs and translating operational data into client-facing strategic narratives.
• Proficiency with CRM platforms (HubSpot preferred) and comfort with data-driven account management.
• Strong commercial acumen: understands gross margin, revenue retention, and the relationship between service quality and financial outcomes.
• Preferred Qualifications
• Experience in facilities management or integrated facility services specifically.
• Background working in organizations transitioning from transactional to strategic client management models.
• Experience with NPS/CSAT program design or execution.
• Familiarity with multi-trade, multi-geography service delivery.