Enterprise Customer Outcome Lead — Remote & Travel

Facilities Management Express; Columbus (OH); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Remote-first

Home office stipend

Internet stipend

Generous PTO/UTO

Job summary

FMX is seeking an Enterprise Customer Outcome Manager to join our award-winning Customer Success team, often referred to as our “secret weapon.” You will be the strategic point of contact for major accounts post-implementation and partner with leadership to maximize platform value and drive growth.

You will lead quarterly business reviews, ensure adoption and retention, and collaborate with Sales to uncover upsell opportunities while monitoring usage to deliver full value.

Qualifications

• Experience in enterprise account management, customer success, or a similar client-facing role in SaaS.
• 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.

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.

Skills

Account management

Customer success

Executive engagement

Strategic thinking

Cross-functional collaboration

Sales collaboration

Tools

Salesforce

Planhat

Microsoft Excel

Job description

FMX is seeking an Enterprise Customer Outcome Manager to join our award-winning Customer Success team, often referred to as our “secret weapon.” You will be the strategic point of contact for major accounts post-implementation and partner with leadership to maximize platform value and drive growth.

You will lead quarterly business reviews, ensure adoption and retention, and collaborate with Sales to uncover upsell opportunities while monitoring usage to deliver full value.