Are you a self-starter who thrives on delivering measurable value to enterprise clients? Do you love building deep, strategic relationships with senior stakeholders? Are you looking to make a high-impact contribution on a small but fast-growing team? Then we’re looking for you! 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: As the Enterprise Customer Outcome Manager, you will: - 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

• Oversee client communications across active projects • Monitor workflow timelines and ensure timely follow-up and confirmations • Coordinate scheduling, documentation, and service updates • Address and resolve client concerns with professionalism • Maintain accurate records and support internal process efficiency

• Partners with Associate Principal or Senior Client Success Manager to leverage Account Management systems and dashboards to proactively identify opportunities to impact team revenue goals • Consults with client on planning, execution and analysis of tailored engagement strategies and tactics • Develops and executes against path to achieving/exceeding revenue targets as related to member engagement • Completes client discovery and expectation setting around engagement activities • Leads client engagement initiatives • Partners with clients to develop and execute onsite and virtual events to increase engagement • Partners with Marketing to design events and experiences that drive account activations and users • Responsible for supporting new account implementation • Manages a cadence of proactively scheduled client interactions • Leverages internal data sources to draft client facing materials • Partners with Associate Principal and Senior Client Success Manager to work cross functionally to respond to urgent client requests • Partner and collaborate with Medical Group, Clinical Operations, Technology, Data Science & Analytics, Marketing, Product on engagement efforts • Provides support across the Account Management team to manage internal projects and revenue reporting • Performs other duties as assigned

• ake ownership of a portfolio of 7-9 accounts, including several large customers in active onboarding. • Build relationships with executive sponsors and key day-to-day contacts. • Lead the executive onboarding portion of implementations, ensuring stakeholders are aligned on goals and success measures. • Diagnose early adoption gaps and define a clear path to value realization for each customer. • Successfully complete onboarding for your in-flight customers and transition them into post-implementation success management. • Establish “3 wide, 3 deep” relationships across your accounts. • Partner with internal teams (product, support, implementation) to solve customer challenges and influence roadmap priorities • Identify, scope, and prioritize custom build opportunities across your portfolio, ensuring strong business justification, executive alignment, and clear ROI. • Lead executive-level QBRs/EBRs (virtual and onsite) where you challenge customer priorities, surface risks, and align stakeholders around what must change in the next 60–90 days to drive outcomes. • Progress 4–5 qualified expansion opportunities, together with our Account Executives • Actively contributed to up-leveling the CS team by running knowledge share sessions on a regular basis. • Be recognized by customers as a trusted advisor who influences executive decision-making and delivers measurable business impact. • Consistently drive deeper adoption across your portfolio. • Generate customer referrals and contribute to net-new opportunities. • Generate at least 8 expansion opportunities across your book of business.