Note: The job is a remote job and is open to candidates in USA. Tenna is a company focused on empowering customers to manage their mixed assets through a comprehensive platform. They are hiring a Customer Success Operations Manager to standardize processes across customer-facing teams and analyze key metrics to improve customer success operations.
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
Skills
- 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
- Bachelor's degree or equivalent experience is required
- Experience working in or directly supporting the construction technology industry or construction sector is a plus
Benefits
- 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.
Company Overview