Client Success Manager

Job Description

Description:

Role Summary

As a Client Success 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