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FMX

Manager, Customer Outcome Management

FMX

. Recruit, develop, mentor, retain, and directly manage the Customer Outcome Manager team .

Posted 11/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management, focusing on retention and adoption strategies while effectively leading and developing customer-facing teams. Proficient in utilizing customer success platforms and analyzing account health metrics to drive improvements and enhance customer satisfaction.

Highest-signal resume keywords
Customer Success ManagementPeople ManagementRetention Strategy ImprovementSalesforce ProficiencyFMX Software Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer SuccessAccount ManagementData AnalysisPerformance MetricsCoachingNegotiationProfessional DevelopmentRetention MetricsRenewal ManagementSaaS Experience
Soft Skills
CommunicationOrganizational SkillsPrioritizationRelationship BuildingFlexibility
Tools & Technologies
SalesforcePlanhatMicrosoft Excel
Industry Keywords
Customer OutcomesClient-Facing RoleUpsell OpportunitiesCross-Sell OpportunitiesTeam Development

About the role

Key responsibilities & impact
  • Recruit, develop, mentor, retain, and directly manage the Customer Outcome Manager team
  • Own retention, adoption, and satisfaction outcomes across the COM book of business
  • Conduct weekly one-on-ones covering account health, renewals, and professional development
  • Conduct bi-annual performance reviews and support coaching and skill-building
  • Escalation point for at-risk accounts and complex customer situations
  • Coach COMs on executive customer relationships and communicating FMX value
  • Partner with Account Management and Sales on upsell and cross-sell opportunities
  • Monitor account health and usage trends and report retention risk and performance to leadership
  • Align COM processes, playbooks, and best practices across segments with the Manager of Enterprise Customer Management
  • Partner with CSMs to ensure smooth implementation-to-post-implementation handoffs
  • Identify and implement improvements to retention and adoption strategy
  • Ensure meetings, follow-ups, and account records are maintained in Planhat, Salesforce, and other systems
  • Support hiring, onboarding, and training as the team scales
  • Dedicate approximately 30% of time to strategic projects and cross-functional work and 70% to direct team management
  • Travel to customer events as needed

Requirements

What you’ll need
  • 4+ years of experience in customer success, account management, or a similar client-facing SaaS role, focused on retention and adoption
  • 2+ years of people management experience, ideally leading customer-facing teams
  • Proven track record of improving retention, renewal, or customer health metrics
  • Proven ability to coach and develop team members at varying experience levels
  • Ability to build rapport with customer executives and decision-makers
  • Ability to analyze usage data and account health trends and translate them into action
  • Knowledge of FMX software or ability to ramp up quickly
  • Experience with Salesforce, Planhat or similar customer success platforms, and Microsoft Excel
  • Excellent written, verbal, and presentation skills
  • Strong negotiation skills
  • Strong organizational and prioritization skills
  • Flexibility to occasionally work outside FMX standard operating hours
  • Alignment with Excellence, Teamwork, and Integrity
  • Ability to travel to customer events as needed

Benefits

Comp & perks
  • Significant influence over product direction and company future
  • 100% company-paid health, dental, vision, long- and short-term disability, and life insurance
  • Remote-first work arrangement with office access as needed
  • Annual all-company event
  • Free snacks, beverages, and office kegerator
  • Company-sponsored laptop and headset
  • Up to $500 home office equipment, furniture, and accessories stipend
  • $60/month home internet allowance
  • Generous PTO and UTO policies
  • Flexible schedule
  • Collaborative, transparent, continuous-improvement culture
  • 401(k)
  • Company Performance Bonus eligibility