Manager, Customer Outcome Management

Facilities Management Express•Columbus, OH

3d•$77,000 - $88,000•Remote

About The Position

FMX is seeking a Manager of Customer Outcome Management to lead its Customer Outcome Manager (COM) team. COMs own customer relationships after implementation, with retention as their main goal. The manager will build and coach a team that drives adoption, value, and satisfaction across the post-implementation customer base, while identifying expansion opportunities. The role is expected to devote approximately 30% of time to strategic projects and cross-functional work and 70% to direct team management. The manager will collaborate with another Manager of Customer Outcome Management and the Manager of Enterprise Customer Management to maintain a consistent COM experience across customer segments. The position may be located anywhere in the United States. FMX is remote-first, with an office available for use and one all-company event each year. Travel to customer events may be required as needed.

Requirements

At least 4 years of experience in customer success, account management, or a similar client-facing SaaS role, focused on retention and adoption.
At least 2 years of people management experience, ideally leading customer-facing teams.
A proven track record of improving retention, renewal, or customer health metrics.
Ability to coach and develop team members at varying experience levels.
Confidence building rapport with customer executives and decision-makers.
Comfort analyzing usage data and account health trends and translating them into action.
Knowledge of FMX software or ability to learn it quickly.
Experience with Salesforce, Planhat or similar customer success platforms, and Microsoft Excel.
Excellent written, verbal, and presentation skills, along with strong negotiation skills.
Strong organizational skills and ability to prioritize time spent working on the business versus in the business.
Flexibility to occasionally work outside FMX standard operating hours.
Alignment with FMX’s core pillars of Excellence, Teamwork, and Integrity.

Responsibilities

Recruit, develop, mentor, retain, and directly manage the Customer Outcome Manager team.
Own retention, adoption, and satisfaction outcomes across the COM book of business.
Conduct weekly one-on-ones with direct reports to review account health, renewals, and professional development.
Conduct bi-annual performance reviews and support ongoing coaching and skill-building.
Serve as the escalation point for at-risk accounts and complex customer situations.
Coach COMs on building strong relationships with customer executives so they consistently see the value of FMX.
Partner with Account Management and Sales to surface team-identified upsell and cross-sell opportunities.
Monitor account health and usage trends, and report retention risk and performance to leadership.
Partner with the Manager of Enterprise Customer Management to align COM processes, playbooks, and best practices across segments.
Work with the CSM team to ensure a smooth handoff from implementation to post-implementation, preserving customer context and momentum.
Identify and implement improvements to retention and adoption strategy.
Ensure meetings, follow-ups, and account records are properly maintained in Planhat, Salesforce, and other pertinent systems.
Support hiring, onboarding, and training as the team scales.
Travel to customer events as needed.

Benefits

100% company-paid health, dental, vision, long- and short-term disability, and life insurance.
Company performance bonus eligibility.
401(k).
Home office stipend of up to $500 for equipment, furniture, and accessories.
$60 per month toward home internet.
Company-sponsored laptop and headset, and other necessary work equipment.
Generous PTO and UTO policies.
Flexible schedule.
Remote-first work arrangement, with access to an office as needed.
Free snacks, beverages, and office kegerator when working in the office.
One all-company event each year.
Collaborative culture emphasizing transparency, continuous improvement, and work/life balance.