Customer Success Operations Manager

Tenna is a company focused on empowering customers to control their mixed assets through a comprehensive platform. They are seeking a Customer Success Operations Manager to design and standardize processes and workflows, track key performance metrics, and optimize the technology stack to enhance customer success. This role is crucial for supporting the scaling of their Customer Success and Professional Services teams while ensuring a high-quality customer experience.

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

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
• Bachelor's degree or equivalent experience is required
• Experience working in or directly supporting the construction technology industry or construction sector is a plus