tenna - Regional Manager, Customer Accounts – West Coast
Requirements
• 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, adoption, 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 • 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 • Ability to travel approximately 25%–35% • 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 • ## Benefits, Perks, & Additional Information: • Full-time opportunity. • Location: Remote. Must live in/be willing to relocate to one of the following: CA, WA or OR. • Travel to customer locations is required, approximately 25%–35%. • Competitive compensation packages are offered. • Opportunities for growth and personal development within a highly dynamic team. • Robust, low-cost benefit packages are offered. • Benefit coverage begins on the first date of employment. • Paid Time Off and Volunteer Time Off are offered. • Dependent Care offered. • Employee referral bonuses.
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
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT