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

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

Benefits

100% company-paid health, dental, vision, long and short term disability, and life insurance.
You’ll make a big impact: You’ll have significant influence over the direction of our product and the future of our company.
At FMX we are remote first, but you’re welcome to use our office as you need. We have two all-company events 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.
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?
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.
We're a team of hard-working, high-fiving, friendly folks. We take collaboration, transparency, continuous improvement, and work/life balance seriously.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analysisSQLTableauPowerBICRM managementdashboard creationKPI trackingautomated playbooksdata reportinghealth scoring

Soft Skills

communicationteamworkproblem-solvingprocess improvementtechnical explanationorganizational skillsattention to detailadaptabilityleadershipcollaboration

Certifications

Salesforce Admin certification