Enterprise Customer Outcome Manager

Facilities Management Express

4h • $70,000 - $75,000 • Remote

About The Position

FMX is seeking an Enterprise Customer Outcome Manager to join their award-winning Customer Success team. This role serves as the strategic point of contact for large and high-profile accounts post-implementation. The primary goal is to partner with customer leadership to maximize platform value, proactively identify growth opportunities, and ensure the platform remains mission-critical to their operations. The company emphasizes a high customer satisfaction rating and a relentless focus on driving outcomes and ensuring adoption.

Requirements

• Experience in enterprise account management, customer success, or a similar client-facing role in SaaS
• A strong grasp of the enterprise buying cycle, success metrics, and executive engagement strategies
• Confidence building rapport and influencing VP and C-level stakeholders
• Proven experience managing a book of complex, high-value accounts
• Comfort analyzing usage data and translating it into actionable insights
• Experience with Salesforce, Planhat (or similar CS platforms), and Microsoft Excel
• Strong time management and organizational skills with a high attention to detail
• A positive, proactive mindset and the ability to think strategically under pressure
• Excellent written, verbal, and presentation skills, including the ability to facilitate executive-level reviews
• A match with our core pillars: Excellence, Teamwork, and Integrity.

Nice To Haves

• Familiarity with facilities or operations management software (FMX experience is a plus)

Responsibilities

• Serve as the primary strategic advisor to enterprise accounts post-implementation
• Own the overall customer relationship and ensure adoption, retention, and satisfaction
• Deliver and lead quarterly business reviews with key stakeholders and decision-makers
• Identify upsell and cross-sell opportunities and collaborate with Sales to close them
• Proactively monitor account health and usage to ensure customers are realizing full value
• Collaborate with Product, Engineering, and Solutions Engineering to align on strategic goals and support customer projects
• Maintain detailed and timely records of meetings, touchpoints, and action items in Planhat
• Act as the internal voice of the customer, advocating for feature requests and enhancements
• Travel to key customer sites and events (~25% travel)
• Build executive relationships and serve as a trusted strategic partner across accounts

Benefits

• Competitive benefits: 100% company-paid health, dental and vision insurance.
• Work from home: At FMX we are remote first, but you’re welcome to use our office as you need.
• Home office stipend: We’ll give you everything necessary to do your job (company-sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection.
• Generous PTO and UTO (unplanned time off) policies
• Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
• 401(k)
• medical / dental / vision / short and long term disability / life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed