Manager, Customer Outcome Management

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 1%

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FMX

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏭 Manufacturing

🏥 Healthcare

🏨 Hospitality

Manufacturing • Healthcare • Hospitality

FMX is a leading provider of facilities and maintenance management solutions, designed to streamline processes, increase asset productivity, and deliver actionable insights for optimal operational efficiency. FMX caters to a wide range of industries including K-12 education, higher education, municipal government, manufacturing, restaurants, property management, healthcare, and religious organizations. Their comprehensive software features modules for facilities management, maintenance management, work order management, preventive maintenance, equipment maintenance, and inventory management. With a focus on ease-of-use and customer support, FMX helps organizations of all sizes optimize their maintenance operations and reduce costs, making it a reliable choice for facility management needs across various sectors.

📋 Description

• 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 covering account health, renewals, and professional development • Conduct bi-annual performance reviews and support coaching and skill-building • Escalation point for at-risk accounts and complex customer situations • Coach COMs on executive customer relationships and communicating FMX value • Partner with Account Management and Sales on upsell and cross-sell opportunities • Monitor account health and usage trends and report retention risk and performance to leadership • Align COM processes, playbooks, and best practices across segments with the Manager of Enterprise Customer Management • Partner with CSMs to ensure smooth implementation-to-post-implementation handoffs • Identify and implement improvements to retention and adoption strategy • Ensure meetings, follow-ups, and account records are maintained in Planhat, Salesforce, and other systems • Support hiring, onboarding, and training as the team scales • Dedicate approximately 30% of time to strategic projects and cross-functional work and 70% to direct team management • Travel to customer events as needed

🎯 Requirements

• 4+ years of experience in customer success, account management, or a similar client-facing SaaS role, focused on retention and adoption • 2+ years of people management experience, ideally leading customer-facing teams • Proven track record of improving retention, renewal, or customer health metrics • Proven ability to coach and develop team members at varying experience levels • Ability to build rapport with customer executives and decision-makers • Ability to analyze usage data and account health trends and translate them into action • Knowledge of FMX software or ability to ramp up quickly • Experience with Salesforce, Planhat or similar customer success platforms, and Microsoft Excel • Excellent written, verbal, and presentation skills • Strong negotiation skills • Strong organizational and prioritization skills • Flexibility to occasionally work outside FMX standard operating hours • Alignment with Excellence, Teamwork, and Integrity • Ability to travel to customer events as needed

🏖️ Benefits

• Significant influence over product direction and company future • 100% company-paid health, dental, vision, long- and short-term disability, and life insurance • Remote-first work arrangement with office access as needed • Annual all-company event • Free snacks, beverages, and office kegerator • Company-sponsored laptop and headset • Up to $500 home office equipment, furniture, and accessories stipend • $60/month home internet allowance • Generous PTO and UTO policies • Flexible schedule • Collaborative, transparent, continuous-improvement culture • 401(k) • Company Performance Bonus eligibility

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