Regional Manager, Customer Accounts – Central

Tenna is hiring a Regional Manager, Customer Accounts to lead and develop Customer Account Managers across the Central United States. The role drives customer value, retention, and expansion through account oversight, coaching, and partnership with Sales, Product, Support, and Professional Services.

Responsibilities:

• Supervises, coaches, and develops a regional team of Customer Account Managers, growing the team to approximately nine CAMs across Enterprise, Mid-Market, and SMB segments
• Accountable for the team’s retention and expansion results, including gross and net revenue retention, logo retention, and renewal performance
• Reviews account health with each CAM on a regular cadence, including product adoption, usage trends, support escalations, and renewal risk, and ensures every CAM has a clear, current plan for their accounts
• Steps in personally to help lead customer conversations when key or Enterprise accounts are at risk, while CAMs manage the day-to-day account work
• Maintains an accurate view of upcoming renewals and expansion opportunities, flags risk early, and brings forward recommendations rather than just problems
• Reduces unmanaged Red and Yellow accounts by ensuring documented recovery plans are in place and followed through
• Partners with Regional Territory Managers and Sales on clean handoffs for new customers, renewals, and expansion opportunities
• Participates in hiring, onboards, and ramps new CAMs, setting clear goals and performance standards from day one
• Runs weekly one-on-ones, account reviews, and team operating cadences, and builds individual development plans that grow CAMs into stronger customer advisors
• Addresses performance issues directly and constructively, holding the team accountable to clear standards
• Assigns accounts and balances workloads across the team based on segment, complexity, and capacity
• Ensures the team follows Tenna’s playbooks and has the training and tools needed to deliver a consistent customer experience
• Ensures consistent customer progress reviews, Business Review Meetings, and strong executive relationships across key accounts
• Partners with Professional Services to improve onboarding and shorten time to value for new customers
• Brings field feedback and recurring customer needs to Product, and partners with Support to resolve systemic issues that affect multiple customers
• Maintains Salesforce discipline across the region so customer data and reporting are accurate, timely, and actionable
• Travels to customer sites for Enterprise and Platinum customer visits, strategic business reviews, team coaching, and company events
• Shares field insights with leadership to improve health scoring, playbooks, and processes as Tenna scales

Requirements:

• 5+ years of experience in B2B SaaS Customer Success, Account Management, or post-sales roles
• 2+ years of direct people-management experience, including hiring, coaching, and performance-managing customer-facing team members
• Track record of driving renewals, retention, and expansion, with measurable results you can speak to
• Working knowledge of SaaS account metrics, including GRR, NRR, churn, health scoring, adoption, ARR, and ACV
• Experience supporting Enterprise and Mid-Market customers in complex, multi-stakeholder environments
• Experience managing complex customer escalations
• Strong Salesforce experience, including account management, opportunity tracking, and reporting
• Advanced Excel and data analysis skills; familiarity with Jira, service desk systems, and customer health reporting
• Confidence leading difficult customer conversations and building trust with C-level stakeholders
• Experience in a growth-stage or scaling B2B SaaS organization, with a hands-on, roll-up-your-sleeves approach
• Proactive, transparent, and data-driven, with a bias toward execution and clear follow-through
• Bachelor's degree strongly preferred
• or equivalent experience
• experience supporting a remote or distributed team is a plus
• Experience in construction technology, fleet or equipment management, telematics, IoT, or industrial SaaS is strongly preferred
• Familiarity with construction ERP platforms such as Viewpoint/Vista, Spectrum, or Foundation is an absolute plus