Customer Success Operations Specialist

We are seeking a Customer Success Operations Specialist to bridge the gap between customer-facing strategy and operational execution. This is a high-impact, cross-functional role connecting Customer Success, Support, and Implementation with Revenue Operations and broader go-to-market teams.

This person will spend their first six months embedded within the Customer Success team, learning the customer journey, lifecycle touchpoints, and day-to-day workflows. After this period, they will transition into the Revenue Operations (RevOps) team, where they will serve as the operational partner to post-sale teams by designing scalable systems, improving processes, and delivering clear insights that help drive retention and expansion.

Their focus will be enabling revenue growth and strong customer outcomes through well-designed systems, reliable data, thoughtful automation, and clear performance visibility.

As the Customer Success Operations Specialist, you will:

• Map and optimize the post-sales lifecycle, including professional services handoffs, implementation milestones, and renewal workflows.
• Maintain and enhance our CS tech stack (e.g., Salesforce, Planhat, Zendesk), ensuring tools are configured to support day-to-day workflows.
• Build and audit dashboards that track key performance indicators (KPIs) such as Net Dollar Retention (NDR), Time-to-Value (TTV), CSAT/NPS, Customer Health Score, and Customer Product Adoption.
• Perform regular audits of customer data within the CRM to ensure accurate health scoring, renewal dates, and contract values.
• Provide data and analysis for CS Leadership and Rev Ops, turning insights into actions and process improvements
• Develop automated playbooks to alert the team of upcoming renewals or expansion opportunities, ensuring no revenue falls through the cracks.
• Streamline ticket routing and project management tracking to improve efficiency for our Support and Professional Services teams.
• Create and maintain internal "how-to" guides for CS processes to ensure team-wide consistency and seamless onboarding for new hires.
• Evaluate, recommend, and implement new technologies to support CS strategy and growth.

Requirements

Preferred Experience & Qualities:
What are we looking for in this role?:

Strongly preferred:

• 2+ years in Customer Success, Account Management, or Revenue Operations.
• Experience with Salesforce (Admin certification is a plus) and familiarity with CS platforms or Project Management tools.
• Proven experience using spreadsheets to manage, analyze, and report on data.
• Ability to explain complex technical workflows to non-technical stakeholders clearly.
• A match with our core values: Teamwork, Excellence and Integrity.

Nice to have:

• Experience with SQL, Tableau, or PowerBI.
• Previous experience in a high-growth SaaS environment.
• Background in Customer Success or Professional Services.

The hiring process for this role:

• Apply! Submit your resume and answers to the application questions below via the Workable portal
• 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 managers. 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 Interview: A 60-minute peer interview with members from the Customer Success and Revenue Operations teams.
• Questions for you from the team on your background, as well as time to discuss the day-to-day responsibilities and team culture.
• 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.

Benefits

FMX Benefits and Life at FMX:

• You’ll make a big impact: You’ll have significant influence over the direction of