Enterprise Customer Outcome Manager

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.

• 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:

• 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.

• 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…