Customer Success Operations Specialist

FMX is a cloud-based SaaS company headquartered in Columbus, Ohio, building facility maintenance and management software. The Customer Success Operations Specialist bridges customer-facing strategy with operational execution across Customer Success, Support, Implementation, and Revenue Operations. The role focuses on scalable systems, reliable data, automation, and performance visibility to drive retention and expansion.

• Map and optimize the post-sales lifecycle, including professional services handoffs, implementation milestones, and renewal workflows.
• Maintain and enhance the Customer Success tech stack (e.g., Salesforce, Planhat, Zendesk) and configure tools to support daily workflows.
• Build and audit dashboards tracking KPIs such as NDR, TTV, CSAT/NPS, Customer Health Score, and product adoption.
• Audit CRM customer data to ensure accurate health scoring, renewal dates, and contract values.
• Provide analysis and insights for CS Leadership and RevOps, translating findings into actions and process improvements.
• Develop automated playbooks for upcoming renewals and expansion opportunities.
• Streamline ticket routing and project management tracking for Support and Professional Services.
• Create and maintain internal how-to guides for consistent CS processes and onboarding.
• Evaluate, recommend, and implement new technologies to support CS strategy and growth.

• Strongly preferred:

  • 2+ years of experience 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 ability to use spreadsheets to manage, analyze, and report on data.
  • Ability to explain complex technical workflows clearly to non-technical stakeholders.
  • Alignment with core values: Teamwork, Excellence, and Integrity.

• Nice to have:

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

• Remote-first; candidate can be located anywhere in the US.
• Onsite requirement: expected to work onsite at the Columbus, OH office during the first week for onboarding.
• Flexible schedule as long as performance expectations and project timelines are met.
• Compensation includes base salary plus company performance bonus; base range stated as $65,000-$75,000 annually.
• Benefits: 100% company-paid health, dental, vision, short/long-term disability, and life insurance; 401(k).
• Home office support: company-provided equipment and up to $500 home office stipend; $60/month internet stipend.
• Generous PTO and UTO (unplanned time off).
• Two all-company events per year; office amenities available when onsite (snacks, beverages, kegerator).
• Background check required prior to onboarding.