lever
Customer Success Operations Manager
Tenna
Remote, USA
Full-time
Senior · 7+ years experience
Remote
Discovered 1 weeks ago
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Key Skills for This Role
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- 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.
- 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.
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