Customer Success Operations Manager

Role Overview

Tenna is hiring a Customer Success Operations Manager to help scale its Customer Success and Professional Services organizations. This cross-functional role focuses on designing and standardizing operational processes, workflows, and playbooks to improve consistency, efficiency, and customer experience.

Responsibilities

• Design and implement standardized processes and workflows across Customer Success and Professional Services.
• Build and maintain customer playbooks, templates, and best practices for repeatable, high-quality customer experiences.
• Partner cross-functionally to ensure process alignment across departments.
• Identify and mitigate operational bottlenecks before they impact team performance or customer outcomes.
• Track and analyze key metrics: customer health scores, retention rates, NPS, and time-to-value.
• Create and maintain dashboards and reports for leadership and the broader team.
• Use customer data and qualitative insights to iterate and improve CS operations.
• Own and optimize the Customer Success technology stack, including Salesforce and other CS platforms/integrations.
• Lead rollouts of new tools and platform integrations with IT and Product.
• Ensure team adoption via training and ongoing enablement.
• Define team goals and performance benchmarks with CS and Onboarding leadership.
• Monitor adherence to processes and progress toward operational targets.
• Provide recommendations to improve team efficiency and customer satisfaction.
• Support workforce planning: capacity modeling and resource allocation as the team scales.
• 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.

Requirements

• Experience operating and improving Customer Success operations in a fast-growing SaaS environment.
• Strong ability to build operational foundations that scale without sacrificing customer experience.
• Proven track record using data and metrics to drive actionable strategies.

Nice to Have

• Experience owning CRM/CS tooling and leading integrations and enablement for adoption.
• Demonstrated capability in capacity planning and operational bottleneck identification.