• Own the full post-implementation relationship for a portfolio of strategic customers, serving as their primary point of contact and senior advocate within Nsight. • Be accountable for retention outcomes across your assigned book of business—churn in your portfolio is your problem to prevent, detect early, and resolve. • Maintain active visibility into the health of every account using data, engagement signals, and direct relationship intelligence to assess risk before it becomes a problem. • Develop and execute account-level recovery plans for at-risk customers, escalating with precision and owning the resolution process from identification through close. • Build trusted, strategic relationships with clinical, operational, and executive stakeholders across customer organizations while penetrating accounts broadly so Nsight has an expansive, multi-threaded presence. • Lead and facilitate Quarterly Business Reviews with clinical and operational stakeholders, delivering data-backed narratives that demonstrate value and reinforce partnership. • Drive retention and expansion by consistently demonstrating value, aligning with customer strategic goals, and identifying new opportunities across service lines. • Manage your portfolio by data, maintain accurate, current records across CRM and CS platforms, and use that data to drive decisions, not just report activity. • Partner with Sales, Implementation, Clinical, and CS Operations to create a seamless customer journey from contract through long-term retention.

• Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio. • Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience. • Source and close expansion deals within your merchant book of business. • Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants. • Partner cross-functionally with internal stakeholders to continuously improve the merchant experience. • Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies. • Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business. • Apply data and analytics to inform decisions, identify trends, and recommend strategic actions. • Additional duties and responsibilities as necessary.

• Orchestrate the end-to-end execution of partner marketing campaigns, working WITH internal stakeholders across teams. • Develop and execute campaigns from briefing to reporting, manage projects, and act as the main contact for all project inquiries. • Liaise with vendors and creative partners to establish creative guidelines, gather marketing assets and provide clear marketing direction to internal partners. • Coordinate the completion of post-wrap up reports with visuals, channel-specific metrics and campaign analysis. • Support your Digital Retail team with category sales event and campaign execution as required. • Look for new and upsell opportunities to grow partner advertising investment.

Role Description 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. 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. Requirements - 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. - 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. - 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. Company Description