Manager, Customer Outcome Management
New
F
FMXFacilities management software
The candidate for this position can be located anywhere in the US.Full-TimeManager
SalaryThe base salary range for this position is expected to be $70,000-80,000. This position is also eligible for a Company Performance Bonus.
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Job Details
- Experience
- 4+ years of experience in customer success, account management, or a similar client-facing SaaS role, with a focus on retention and adoption; 2+ years of people management experience, ideally leading customer-facing teams
- Required Skills
- People ManagementSalesforceMicrosoft ExcelCustomer SuccessSaaSAccount Management
Requirements
- Have 4+ years of experience in customer success, account management, or a similar client-facing SaaS role focused on retention and adoption.
- Have 2+ years of people management experience, ideally leading customer-facing teams.
- Demonstrate a track record of improving retention, renewal, or customer health metrics.
- Be able to coach and develop team members with varying experience levels.
- Be confident building rapport with customer executives and decision-makers.
- Be comfortable analyzing usage data and account health trends and translating them into action.
- Know the FMX software or be able to ramp up on it quickly.
- Have experience with Salesforce, Planhat or similar customer success platforms, and Microsoft Excel.
- Have written, verbal, presentation, and negotiation skills.
- Be organized and able to prioritize strategic work alongside direct team management.
- Be flexible to occasionally work outside FMX standard operating hours.
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 and bi-annual performance reviews, supporting coaching and professional development.
- Serve as the escalation point for at-risk accounts and complex customer situations.
- Coach COMs on building relationships with customer executives and demonstrating FMX's value.
- Partner with Account Management and Sales to identify 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 with the Manager of Enterprise Customer Management.
- Coordinate with the CSM team to maintain a smooth implementation-to-post-implementation handoff.
- Improve retention and adoption strategy, maintain account records in Planhat and Salesforce, and support hiring, onboarding, and training.
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