Customer Success Operations Manager

🔥 57 minutes ago

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Tenna

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🏗️ Construction

☁️ SaaS

🔧 Hardware

Construction • SaaS • Hardware

Tenna is an equipment management software and hardware provider purpose-built for construction contractors. It centralizes mixed fleets — heavy equipment, vehicles, tools, attachments, and rentals — into a single platform that combines GPS telematics, BLE, QR and CANbus trackers, AI dash cameras, and mobile apps. Tenna offers asset tracking & management, utilization analytics, preventive maintenance and work orders, parts and mechanic time tracking, scheduling/dispatch, safety and compliance (DVIR/ELD/IFTA), integrations with accounting/ERP and construction software, and telematics-powered asset financials for job costing and internal billing. The solution is marketed to contractors to reduce loss, improve utilization, extend asset life, and increase safety and compliance.

📋 Description

• 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.

🎯 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

• 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.