Manager, Customer Outcome Management - FMX

About the Role

FMX is seeking a Manager of Customer Outcome Management to lead our Customer Outcome Manager (COM) team. COMs own the customer relationship post-implementation, with a primary focus on retention, adoption, and satisfaction. In this role, you will build and coach a team that drives value across our book of business while identifying expansion opportunities.

You will dedicate approximately 30% of your time to strategic projects and cross-functional work, and 70% to direct team management.

Responsibilities

• Team Leadership: Recruit, mentor, retain, and manage the COM team.
• Performance Management: Conduct weekly 1:1s, bi-annual performance reviews, and ongoing coaching.
• Account Health: Own retention, adoption, and satisfaction outcomes; serve as the point of escalation for at-risk accounts.
• Strategic Alignment: Partner with the Manager of Enterprise Customer Management to align processes and playbooks across segments.
• Cross-functional Collaboration: Work with Sales and Account Management to surface upsell/cross-sell opportunities and ensure smooth handoffs from the implementation team.
• Reporting: Monitor usage trends and report on retention risk and performance to leadership.
• Operations: Ensure account records are maintained in Planhat, Salesforce, and other systems.

Requirements

• 4+ years of experience in customer success, account management, or a similar client-facing SaaS role.
• 2+ years of people management experience, ideally leading customer-facing teams.
• Proven track record of improving retention, renewal, or customer health metrics.
• Strong ability to coach team members at varying experience levels.
• Confidence building rapport with customer executives and decision-makers.
• Proficiency with Salesforce, Planhat (or similar CS platforms), and Microsoft Excel.
• Excellent written, verbal, and presentation skills.
• Ability to prioritize time spent working on the business versus in the business.
• Flexibility to occasionally work outside standard operating hours.
• Alignment with FMX core pillars: Excellence, Teamwork, and Integrity.

Benefits

• Competitive Compensation: Base salary range of $70,000–$80,000 plus company performance bonus.
• Comprehensive Insurance: 100% company-paid health, dental, vision, disability, and life insurance.
• Remote-First Culture: Home office stipend ($500), monthly internet stipend ($60), and company-provided equipment.
• Time Off: Generous PTO and Unplanned Time Off (UTO) policies.
• Flexibility: Flexible schedule to manage personal appointments.
• Growth: Significant influence over product direction and company future.