Enterprise Customer Outcome Manager

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." Our 98% customer satisfaction rating is no accident! We’re relentless about driving outcomes, ensuring adoption, and helping our customers succeed.

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

As the Enterprise Customer Outcome Manager, you will:

Preferred Experience & Qualities:
What are we looking for in this role?

• 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.

The hiring process for this role:

• Phone screen with People Ops: A 30-minute conversation to review your background and experiences, discuss the culture at FMX, and ensure that you understand the general expectations for the role. Also, a great time for you to ask questions about compensation, benefits, etc.
• Hiring manager conversation: A 60-minute conversation with the hiring team. Be prepared to discuss your background as well as what you’re looking for in your next role and what direction you see your career path taking. Also, this is a great time for you to ask questions about the expectations for this role, team culture, etc.
• Final Panel Interview: A 60-minute panel interview with teammates you’ll be working with on a regular basis.
• Offer & Onboarding: Candidates who receive an offer will be required to complete a background check prior to onboarding. New hires are also expected to work onsite at our Columbus, OH office during their first week to complete onboarding and connect with the team in person.

FMX Benefits and Life at FMX:

• You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company.
• Competitive benefits: 100% company-paid health, dental and vision insurance.
• Work from home: At FMX we are remote first, but you’re welcome to use our office as you need. We have one all-company event a year so you can put a face to that name and build high-trust relationships with your teammates and co-workers. When you’re in the office, you can enjoy our free snacks, beverages, and office kegerator.
• Home office stipend: We’ll give you everything necessary to do your job (company-sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection.
• Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
• Flexible Schedule: We offer a flexible schedule to help you manage personal appointments, such as doctor or dentist visits, as long as you're meeting performance expectations and project timelines.
• You’ll enjoy a collaborative culture and a close-knit team: We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously.

Compensation:

• This position offers a base salary of 70,000-75,000 and is eligible for the Company Performance Bonus.
• 401(k) and medical / dental / vision / short and long term disability / life insurance.

Other considerations:

The candidate for this position can be located anywhere in the US.

Company:

FMX is founded and headquartered in Columbus, Ohio and develops a cloud-based, software-as-a-service facility maintenance and management product. FMX serves education, property management, manufacturing, and other markets and is one of the fastest-growing companies in its space. Check us out at: https://www.gofmx.com/

Note: All other company requirements are documented in the FMX Teammate Handbook. FMX is an equal opportunity employer and a drug-free workplace.