Manager, Customer Outcome Management

FMX is seeking a Manager of Customer Outcome Management to lead our Customer Outcome Manager (COM) team. COMs own the customer relationship once implementation wraps up, and their main goal is retention. In this role, you'll build and coach a team that drives adoption, value, and satisfaction across our post-implementation book of business, while spotting the expansion opportunities that help our customers get even more out of FMX.

Customer Success is FMX's secret weapon, and this team is a big reason our customers stick with us. You'll partner closely with another Manager of Customer Outcome Management and the Manager of Enterprise Customer Management, who leads the enterprise COM and CSM teams, to keep the COM experience consistent across every segment. You can expect to dedicate roughly 30% of your time to strategic projects and cross-functional work, and 70% to direct management of your team.

Responsibilities:

As a Manager of Customer Outcome Management, you will:

• 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 with direct reports to review account health, renewals, and professional development
• Conduct bi-annual performance reviews and support ongoing coaching and skill-building
• Serve as the point of escalation for at-risk accounts and complex customer situations
• Coach COMs on building strong relationships with customer executives so they consistently see the value of FMX
• Partner with Account Management and Sales to surface upsell and cross-sell opportunities identified by the team
• Monitor account health and usage trends, and report on retention risk and performance to leadership
• Partner with the Manager of Enterprise Customer Management to align COM processes, playbooks, and best practices across segments
• Work with the CSM team to keep the handoff from implementation to post-implementation smooth, with no loss of context or momentum for the customer
• Identify areas for improvement in retention and adoption strategy and implement accordingly
• Ensure meetings, follow-ups, and account records are properly maintained in Planhat, Salesforce, and other pertinent systems
• Support hiring, onboarding, and training as the team scales
• Travel to customer events as needed