Customer Success Operations Specialist

Facilities Management Express

13h • Remote

About The Position

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.

Requirements

• 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 Haves

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

Responsibilities

• 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.

Benefits

• 100% company-paid health, dental, vision, long and short term disability, and life insurance.
• Home office stipend: Up to $500 for equipment, furniture and accessories.
• $60/month toward home internet connection.
• Generous PTO and UTO (unplanned time off) policies.
• Flexible Schedule.
• Company Performance Bonus.
• 401(k)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed