Remote CS Operations Lead — Scale & Optimize

Tenna; United States; On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Travel up to 20%

401k match

PTO

Volunteer PTO

Employee referrals

Health benefits

Job summary

Tenna is hiring a Customer Success Operations Manager to scale our CS and Professional Services teams. You will design standardized processes, develop playbooks, and own the CS tech stack to drive efficiency and excellent customer outcomes.

You will track health scores, retention, NPS, and time-to-value, translating data into leadership-ready strategies. This role blends data, process, and people to support rapid growth while maintaining a top-tier customer experience.

Qualifications

• 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.

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.
• Track and analyze key performance metrics including customer health scores, retention rates, NPS, and time-to-value to surface trends, risks, and opportunities.
• Own the CS technology stack including Salesforce and other customer success platforms, ensuring tools are optimized for efficiency and data accuracy.

Skills

Data analysis

Cross-functional collaboration

Process optimization

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

Help Scout

Gainsight

ChurnZero

Job description

Tenna is hiring a Customer Success Operations Manager to scale our CS and Professional Services teams. You will design standardized processes, develop playbooks, and own the CS tech stack to drive efficiency and excellent customer outcomes.

You will track health scores, retention, NPS, and time-to-value, translating data into leadership-ready strategies. This role blends data, process, and people to support rapid growth while maintaining a top-tier customer experience.