Enterprise Customer Outcome Manager - FMX

FMX is seeking an Enterprise Customer Outcome Manager to join our award-winning Customer Success team. In this role, you will serve as the strategic point of contact for some of FMX’s largest and most high-profile accounts post-implementation. You will partner with customer leadership to maximize platform value, proactively identify growth opportunities, and ensure FMX remains mission-critical to their operations.

Responsibilities

• Serve as the primary strategic advisor to enterprise accounts post-implementation
• Own the overall customer relationship and ensure adoption, retention, and satisfaction
• Deliver and lead quarterly business reviews with key stakeholders and decision-makers
• Identify upsell and cross-sell opportunities and collaborate with Sales to close them
• Proactively monitor account health and usage to ensure customers are realizing full value
• Collaborate with Product, Engineering, and Solutions Engineering to align on strategic goals and support customer projects
• Maintain detailed and timely records of meetings, touchpoints, and action items in Planhat
• Act as the internal voice of the customer, advocating for feature requests and enhancements
• Travel to key customer sites and events (~25% travel)
• Build executive relationships and serve as a trusted strategic partner across accounts

Requirements & Qualifications

• Experience in enterprise account management, customer success, or a similar client-facing role in SaaS
• A strong grasp of the enterprise buying cycle, success metrics, and executive engagement strategies
• Familiarity with facilities or operations management software (FMX experience is a plus)
• Confidence building rapport and influencing VP and C-level stakeholders
• Proven experience managing a book of complex, high-value accounts
• Comfort analyzing usage data and translating it into actionable insights
• Experience with Salesforce, Planhat (or similar CS platforms), and Microsoft Excel
• Strong time management and organizational skills with a high attention to detail
• A positive, proactive mindset and the ability to think strategically under pressure
• Excellent written, verbal, and presentation skills, including the ability to facilitate executive-level reviews
• A match with our core pillars: Excellence, Teamwork, and Integrity

Hiring Process

• Apply: Submit your resume and answers to application questions via Workable.
• Phone screen: A 30-minute conversation with People Ops to review your background and discuss company culture.
• Hiring manager conversation: A 60-minute interview with the hiring team.
• Final Panel Interview: A 60-minute panel interview with teammates.
• Offer & Onboarding: Successful candidates complete a background check and spend their first week onsite at the Columbus, OH office.

Benefits

• 100% company-paid health, dental, and vision insurance
• Remote-first work culture with equipment and home office stipend ($500 for furniture/accessories + $60/month internet stipend)
• Generous PTO and UTO (unplanned time off) policies
• Flexible schedule to help manage personal appointments
• 401(k) and company performance bonus eligibility
• Collaborative, close-knit team culture