Manage customer accounts to minimize churn, drive engagement, and enhance product adoption. Serve as trusted advisor, resolve issues, and support customers' needs effectively.
Position Description
Tenna is hiring a Customer Success Operations Manager to support the scaling of our Customer Success and Professional Services teams. This is a cross-functional, high-impact role responsible for designing and standardizing the processes, workflows, and playbooks that drive consistency and efficiency across our customer-facing teams. You will track and analyze the metrics that matter including customer health scores, retention rates, NPS, and time-to-value and translate that data into clear actionable strategies for leadership. You will own and optimize the technology stack that powers our CS team including CRM tools and platform integrations and ensure every team member is trained and equipped to use them effectively. As our customer base continues to grow you will proactively identify operational bottlenecks, support capacity planning, and continuously improve the systems that keep our teams efficient and our customers successful. This role sits at the intersection of data, process, and people and is ideal for someone who has operated and improved CS operations in a fast-growing SaaS environment and knows what it takes to support a scaling organization without sacrificing customer experience. If you are someone who thrives on process, moves with urgency, and takes pride in building the operational foundation that allows great teams to do their best work, this might be the perfect role for you.
Why Tenna?
At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe that every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets anytime, anywhere, on one comprehensive platform. Apply now!
Responsibilities
- Design and implement standardized processes and workflows across Customer Success and Professional Services to drive consistency and scalability.
- Build and maintain customer playbooks, templates, and best practices that enable the team to deliver repeatable, high quality customer experiences.
- Partner with cross-functional teams to ensure processes are integrated and aligned across departments.
- Proactively identify and mitigate operational bottlenecks before they impact team performance or customer outcomes.
- Track and analyze key performance metrics including customer health scores, retention rates, NPS, and time-to-value to surface trends, risks, and opportunities.
- Build and maintain dashboards and reports that give leadership and the broader team clear, actionable visibility into performance.
- Use customer data and qualitative insights to continuously iterate and improve CS operations.
- Own the CS technology stack including Salesforce and other customer success platforms, ensuring tools are optimized for efficiency and data accuracy.
- Lead the rollout of new tools and integrations in partnership with IT and Product teams.
- Ensure full team adoption through training and ongoing enablement.
- Partner with CS and Onboarding leadership to define team goals and individual performance benchmarks.
- Monitor adherence to operational processes and progress toward targets.
- Deliver recommendations that improve team efficiency and customer satisfaction.
- Support workforce planning initiatives including capacity modeling and resource allocation as the team scales to meet a rapidly growing customer base.
- Continuously evaluate and improve the operational systems that allow the CS team to grow without sacrificing customer experience.
- Collect and analyze customer feedback to inform process improvements and product enhancements.
- Act as a liaison between customers and internal teams to ensure alignment and responsiveness.
- Develop and execute strategies to increase customer engagement and advocacy.
Job Requirements
- 7+ years of experience in Customer Success Operations or a related field within a SaaS or technical environment.
- Proven track record of building and optimizing scalable CS processes and playbooks.
- Strong data analysis skills with the ability to translate metrics and insights into actionable strategies.
- Hands on experience with Salesforce and other CS platforms including Help Scout, Gainsight, or ChurnZero.
- Excellent organizational and project management skills with a process driven, detail oriented approach.
- Strong verbal and written communication skills with the ability to influence cross-functional stakeholders.
- Self-motivated and adaptable with a bias toward action and a strong service orientation.
- Experience working in or directly supporting the construction technology industry or construction sector is a plus.
- Bachelor's degree or equivalent experience is required.
Benefits, Perks, & Additional Information:
- Full-time opportunity.
- Location: Remote – Nationwide
- Travel to customer locations is required, up to 20%.
- Competitive compensation packages offered.
- Opportunities for growth and personal development within highly dynamic team.
- Robust, low-cost benefit packages offered.
- Benefit coverage begins the first date of employment.
- Paid Time Off and Volunteer Time Off offered.
- Dependent Care offered.
- 401k match.
- Employee referral bonuses.
As an Equal Opportunity Employer, Tenna is committed to building a diverse team. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.
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