Manager, Customer Outcome Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Recruit, mentor, develop, and retain the Customer Outcome Manager team while managing directly.

• Take ownership of retention, adoption, and satisfaction metrics within the COM portfolio.

• Conduct weekly one-on-ones focusing on account health, renewals, and professional growth.

• Perform bi-annual performance evaluations and facilitate coaching and skills enhancement.

• Serve as the escalation point for accounts at risk and complex customer issues.

• Guide COMs in building executive customer relationships and articulating FMX value.

• Collaborate with Account Management and Sales on upsell and cross-sell initiatives.

• Monitor account health and usage trends, reporting retention risks and performance to leadership.

• Align COM processes, playbooks, and best practices across segments with the Manager of Enterprise Customer Management.

• Collaborate with CSMs to ensure seamless transitions from implementation to post-implementation.

• Identify and enact enhancements to retention and adoption strategies.

• Ensure maintenance of meetings, follow-ups, and account records in Planhat, Salesforce, and other systems.

• Assist in hiring, onboarding, and training as the team expands.

• Allocate approximately 30% of time to strategic projects and cross-functional initiatives and 70% to direct team oversight.

• Travel to customer events as necessary.

⛳️ Requirements

• Over 4 years of experience in customer success, account management, or a related client-facing SaaS role, with a focus on retention and adoption.

• At least 2 years of experience in people management, preferably leading customer-facing teams.

• Demonstrated success in enhancing retention, renewal, or customer health metrics.

• Proven capability to coach and develop team members with diverse experience levels.

• Proficient in building rapport with customer executives and decision-makers.

• Ability to analyze usage data and account health trends and convert insights into actionable strategies.

• Familiarity with FMX software or the ability to quickly learn.

• Experience with Salesforce, Planhat or comparable customer success platforms, and Microsoft Excel.

• Exceptional written, verbal, and presentation skills.

• Strong negotiation abilities.

• Excellent organizational and prioritization skills.

• Willingness to occasionally work outside of FMX standard operating hours.

• Alignment with the values of Excellence, Teamwork, and Integrity.

• Ability to travel to customer events as required.

🏝️ Benefits

• Significant influence over product direction and the future of the company.

• 100% company-covered health, dental, vision, long- and short-term disability, and life insurance.

• Remote-first work environment with office access when needed.

• Annual all-company gathering.

• Complimentary snacks, beverages, and office kegerator.

• Company-provided laptop and headset.

• Up to $500 stipend for home office equipment, furniture, and accessories.

• $60/month allowance for home internet.

• Generous PTO and UTO policies.

• Flexible work schedule.

• A collaborative, transparent, and continuous-improvement culture.

• 401(k) plan.

• Eligibility for company performance bonuses.