[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.ResponsibilitiesOwn the strategic communication lane with assigned clients. Ops handles day-to-day service communication; you handle partnership depth, systemic issues, and proactive thinkingDesign, build, and facilitate Quarterly and Monthly Business Reviews, synthesizing operational performance data into strategic client-facing narrativesDevelop and maintain Client Health Scores using engagement signals, satisfaction metrics, and escalation trends to identify and mitigate risk earlyMaintain close alignment with Operations to ensure real-time visibility into service delivery and client-impacting eventsOwn detractor follow-up and action plans at the account level. Drive improvementLead the end-to-end contract renewal process across a structured 180/120/90-day cadence, coordinating with internal stakeholders on pricing and deal structureIdentify 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 dealsBuild and execute client retention and save strategies, leveraging health score data and engagement signals to detect risk and intervene earlyOwn the client experience during onboarding, ensuring a seamless transition from sale to service delivery in partnership with OperationsContribute a strategic growth roadmap during the pre-sale process, identifying early expansion opportunities and laying the foundation for the long-term success planExecute a structured 30-day onboarding sequence including Welcome Call, communication cadence setup, initial health assessment, and 90-day strategic plan developmentPartner with Operations daily. Two communication lanes, clear boundaries, mutual accountability. You are embedded with Ops, not above themPartner daily with Operations in an embedded, collaborative model with clear communication channels and shared accountability for client outcomesCollaborate with Account Executives on expansion opportunities within a structure designed to incentivize partnership over competitionOwn resolution of billing and invoice disputes, balancing client relationship health with business outcomesSkills5+ 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 valueTrack record of hitting or exceeding 95%+ retention ratesExperience running QBRs/MBRs and translating operational data into client-facing strategic narrativesProficiency with CRM platforms (HubSpot preferred) and comfort with data-driven account managementStrong commercial acumen: understands gross margin, revenue retention, and the relationship between service quality and financial outcomesExperience in facilities management or integrated facility services specificallyBackground working in organizations transitioning from transactional to strategic client management modelsExperience with NPS/CSAT program design or executionFamiliarity with multi-trade, multi-geography service deliveryCompany OverviewLeo companies are a group of people-first businesses united by a shared commitment to care, responsiveness, and resilience. It was founded in 2022, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://www.poweredbyleo.com/.