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Customer Success Operations Manager

3 months, 1 week ago
United States
Full-time
Senior
Sales Operations
Customer and Technical Support
CRM Salesforce
Apply Now
Tenna

Tenna

Tenna is the construction technology platform that revolutionizes equipment fleet operations, offering contractors a total equipment management solution to make informed decisions, increase utilization, and enhance productivity.

Construction & Engineering
51-250
Founded 2015
View All Jobs 14

Description

  • Design and standardize processes, workflows, and playbooks across Customer Success and Professional Services.
  • Build and maintain customer playbooks, templates, and best practices to support repeatable, high-quality service delivery.
  • Partner with cross-functional teams to align processes and ensure operational consistency across departments.
  • Identify and mitigate operational bottlenecks before they affect team performance or customer outcomes.
  • Track and analyze customer health scores, retention rates, NPS, and time-to-value to surface trends and risks.
  • Build dashboards and reports that give leadership clear, actionable visibility into team and customer performance.
  • Use customer data and qualitative feedback to continuously improve Customer Success operations.
  • Own and optimize the CS technology stack, including Salesforce and other customer success platforms.
  • Lead the rollout of new tools and integrations in partnership with IT and Product teams.
  • Train and enable the team on tools, processes, and operational standards.
  • Partner with leadership to define team goals, performance benchmarks, and adherence to operational processes.
  • Support workforce planning, including capacity modeling and resource allocation as the team scales.
  • Collect customer feedback and act as a liaison between customers and internal teams.
  • Develop strategies to increase customer engagement and advocacy.

Requirements

  • 7+ years of experience in Customer Success Operations or a related field within a SaaS or technical environment.
  • Proven experience building and optimizing scalable Customer Success 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 customer success platforms such as 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, adaptable, and action-oriented with a strong service orientation.
  • Experience supporting the construction technology industry or construction sector is a plus.
  • Bachelor's degree or equivalent experience is required.
  • Ability to travel to customer locations up to 20%.

Benefits

  • Competitive compensation packages.
  • Robust, low-cost benefit packages.
  • Benefit coverage begins on the first date of employment.
  • Paid Time Off and Volunteer Time Off.
  • Dependent care benefits.
  • 401(k) match.
  • Employee referral bonuses.
  • Opportunities for growth and personal development.

Interested in this position?

Apply directly on the company website

Apply Now

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