Regional Director, Customer Accounts - Remote & Travel

Tenna; Arkansas; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-friendly

Travel 25-35%

401k match

Paid time off

Volunteer time off

Dependent care

Employee referral bonuses

Health benefits

Job summary

Tenna is seeking a Regional Manager, Customer Accounts to lead a team of CAMs across the Central United States, driving retention and expansion of the Tenna platform. You’ll coach, review account health, and guide conversations for at-risk enterprise accounts from a frontline leadership position.

You will partner with Sales, Product, Support, and Professional Services to improve outcomes, with regular coaching and talent development for CAMs and a focus on data-driven decision making.

Qualifications

• Bachelor’s degree strongly preferred or equivalent experience.
• 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, ARR, and ACV.
• Experience supporting Enterprise and Mid-Market customers in complex, multi-stakeholder environments.
• Experience managing complex customer escalations; experience supporting a remote or distributed team is a plus.
• 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.

Responsibilities

• Supervises, coaches, and develops a regional team of CAMs, growing the team to nine CAMs across 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.
• Steps in personally to help lead customer conversations when key or Enterprise accounts are at risk.
• Maintains an accurate view of upcoming renewals and expansion opportunities, flags risk early, and brings forward recommendations.
• 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 development plans for CAMs.
• Addresses performance issues directly and constructively, holding the team 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 regular customer progress reviews and strong executive relationships across key accounts.
• Partners with Professional Services to improve onboarding and speed time to value for new customers.
• Brings field feedback to Product and works with Support to resolve systemic issues.
• Maintains Salesforce discipline and timely, accurate reporting across the region.
• Travels to customer sites for Enterprise visits, strategic reviews, coaching, and events.
• Shares field insights with leadership to improve health scoring, playbooks, and processes.

Skills

B2B SaaS

People management

Data analysis

Salesforce

Excel

Jira

Customer health reporting

Executive communication

Growth-stage experience

Education

Bachelor's degree or equivalent

Tools

Salesforce

Jira

Viewpoint/Vista

Spectrum

Foundation

Job description

Tenna is seeking a Regional Manager, Customer Accounts to lead a team of CAMs across the Central United States, driving retention and expansion of the Tenna platform. You’ll coach, review account health, and guide conversations for at-risk enterprise accounts from a frontline leadership position.

You will partner with Sales, Product, Support, and Professional Services to improve outcomes, with regular coaching and talent development for CAMs and a focus on data-driven decision making.