Customer Success Manager

About the role

The Customer Success Manager is a part of the Customer Success team, otherwise known as FMX’s secret weapon. We stand-out in the industry due to our best-in-class Customer Success, which has earned us a 98% customer satisfaction rating! The main objective of this role is successful implementation.

You will serve as the point of contact for accounts during the FMX implementation process, working to understand their current processes, pain, and future goals. You can expect to dedicate 10% of your time to support, 10% to specific projects, and 80% to client onboarding.

You'll be working in a fast-paced, high-energy, and collaborative environment, where you'll be expected to show up every day and impact the strategy and culture of the company in a positive way.

Requirements

As a Customer Success Manager, you will

• Guide customers through the implementation process and understand the organization’s current processes, pain points, and goals
• Serve as the dedicated point of contact for accounts during the implementation process and own the overall customer relationship by increasing adoption and satisfaction
• Maintain and enforce a 60-day implementation process
• Collect and document success stories, quotes, and key use cases from customers and report them to the Marketing team
• Upsell and cross-sell additional features of the FMX software
• Record implementation meetings, phone calls, and miscellaneous tasks in Gainsight
• Conduct form configurations as necessary for new and existing customers
• Expect 25% of your time to be spent traveling for onsite implementation meetings or training sessions

What are we looking for in this role?

• A proven advanced knowledge of the FMX software
• Advanced in Microsoft Office, specifically Microsoft Excel
• Experience building and nurturing relationships, both internally and with customers
• A consistent high standard of integrity and ethical behavior
• Ability to effectively communicate with customers, while empathizing and understanding what success means to them
• An understanding of when to proactively reach out to customers
• Ability to be flexible and occasionally work outside of our FMX standard operating hours
• An innovative way of thinking to creatively solve problems
• A positive, customer-centric attitude
• Self-motivation and ability to complete work in a timely manner
• An expert on the FMX implementation and onboarding process
• A strong match match with our core pillars: Teamwork, Excellence and Integrity

The hiring process for this role

• Apply! Submit your resume and answers to the application questions via the Workable portal.
• Phone screen with PeopleOps: 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 Manager(s) of Customer Success Management. 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, a great time for you to ask questions about the expectations for this role, team culture, etc.
• Final Interview: A 45-minute conversation with the Director of Customer Success and the Chief Customer Officer.
• 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, vision, long and short term disability, and life 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 to ensure that you can put a face to that name and establish high-trust relationships with your teammates and co-workers. When you’re in the office, you can take advantage of 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 can wear jeans and tees: Feel free to keep it casual, we do.
• 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

• The base salary for this position is $56,000, with additional bonus potential that brings on-target earnings to approximately $62,000.
• 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.