[Hiring] Customer Success Operations Manager @Tenna

Role 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.

• Track and analyze the metrics that matter including customer health scores, retention rates, NPS, and time-to-value.
• Translate data into clear actionable strategies for leadership.
• Own and optimize the technology stack that powers our CS team including CRM tools and platform integrations.
• Ensure every team member is trained and equipped to use tools effectively.
• Proactively identify operational bottlenecks and support capacity planning.
• 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.

Qualifications

• 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.

Requirements

• Design and implement standardized processes and workflows across Customer Success and Professional Services.
• Build and maintain customer playbooks, templates, and best practices.
• Partner with cross-functional teams to ensure processes are integrated and aligned.
• Proactively identify and mitigate operational bottlenecks.
• Track and analyze key performance metrics.
• Build and maintain dashboards and reports for leadership.
• Use customer data and qualitative insights for continuous improvement.
• Own the CS technology stack including Salesforce.
• Lead the rollout of new tools and integrations.
• Ensure full team adoption through training and ongoing enablement.
• Partner with CS and Onboarding leadership to define team goals.
• Monitor adherence to operational processes and progress toward targets.
• Deliver recommendations that improve team efficiency and customer satisfaction.
• Support workforce planning initiatives.
• Continuously evaluate and improve operational systems.
• Collect and analyze customer feedback for process improvements.
• Act as a liaison between customers and internal teams.
• Develop and execute strategies to increase customer engagement and advocacy.

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 a 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.