Manager, Customer Outcome Management

Facilities Management Express•Columbus, OH

5d•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 a primary focus on retention. The manager will build and coach a team responsible for driving adoption, value, and satisfaction across the post-implementation customer base, while identifying opportunities to expand customer use of FMX. The role partners with another Manager of Customer Outcome Management and the Manager of Enterprise Customer Management to maintain a consistent COM experience across customer segments. Approximately 30% of the role is dedicated to strategic projects and cross-functional work, and 70% to direct team management. The position may be located anywhere in the United States and is remote-first, with access to FMX’s office as needed. Travel to customer events may be required. FMX develops cloud-based facility maintenance and management software for education, property management, manufacturing, and other markets. The position offers a base salary range of $70,000–$80,000 and eligibility for a company performance bonus.

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 with 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, as well as 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.

Nice To Haves

Experience leading customer-facing teams.

Responsibilities

Recruit, develop, mentor, retain, and directly manage the Customer Outcome Manager team.
Own retention, adoption, and customer 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 biannual 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 and consistently demonstrating FMX’s value.
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 maintained in Planhat, Salesforce, and other relevant systems.
Support hiring, onboarding, and training as the team scales.
Travel to customer events as needed.

Benefits

100% company-paid health, dental, vision, long-term and short-term disability, and life insurance.
Company performance bonus eligibility.
401(k).
Remote-first work arrangement and access to an office as needed.
Home office stipend of up to $500 for equipment, furniture, and accessories.
Company-sponsored laptop and headset.
$60 per month toward home internet.
Generous paid time off and unplanned time off policies.
Flexible schedule, subject to performance expectations and project timelines.
One all-company event per year.
Free snacks, beverages, and office kegerator when working from the office.
Significant influence over product direction and the future of the company.