[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Leo is a company focused on facilities management services, and they are seeking an Account Manager to serve as a trusted advisor to their clients. The role involves ensuring customer satisfaction, managing client relationships, and driving revenue retention and growth through strategic communication and collaboration with internal teams.

Responsibilities

• 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
• 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
• 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
• 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

Skills

• 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
• 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

Company Overview