Role Description We are seeking motivated and customer-focused individuals to join our team as Remote Travel Booking Agents. In this role, you will assist clients in planning and booking travel experiences including cruises, resorts, flights, and vacation packages. This opportunity is ideal for individuals who enjoy helping others, have strong communication skills, and are looking for a flexible, remote work environment. - Assist clients with researching and booking travel arrangements - Provide excellent customer service before, during, and after travel - Recommend destinations, accommodations, and travel packages based on client needs - Stay informed on travel industry trends, promotions, and supplier updates - Maintain accurate client records and booking details - Communicate with travel suppliers and vendors to coordinate bookings Qualifications - Must be 18 years or older - Strong communication and organizational skills - Customer service experience preferred (not required) - Self-motivated with the ability to work independently - Access to a computer, internet, and smartphone Benefits - Flexible work schedule - Remote work environment - Access to travel training and industry resources - Opportunities for personal and professional development Training & Support - Comprehensive onboarding and training provided - Ongoing mentorship and team support - Access to booking systems and preferred vendor partnerships

Role Description Tenna is hiring a Customer Success Operations Manager to support the scaling of our Customer Success and Professional Services teams. This is a cross-functional, high-impact role responsible for designing and standardizing the processes, workflows, and playbooks that drive consistency and efficiency across our customer-facing teams. - Track and analyze the metrics that matter including customer health scores, retention rates, NPS, and time-to-value. - Translate data into clear actionable strategies for leadership. - Own and optimize the technology stack that powers our CS team including CRM tools and platform integrations. - Ensure every team member is trained and equipped to use tools effectively. - Proactively identify operational bottlenecks and support capacity planning. - Continuously improve the systems that keep our teams efficient and our customers successful. This role sits at the intersection of data, process, and people and is ideal for someone who has operated and improved CS operations in a fast-growing SaaS environment. 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. - Hands-on experience with Salesforce and other CS platforms including Help Scout, Gainsight, or ChurnZero. - Excellent organizational and project management skills with a process-driven, detail-oriented approach. - Strong verbal and written communication skills with the ability to influence cross-functional stakeholders. - Self-motivated and adaptable with a bias toward action and a strong service orientation. - Experience working in or directly supporting the construction technology industry or construction sector is a plus. - Bachelor's degree or equivalent experience is required. Requirements - Design and implement standardized processes and workflows across Customer Success and Professional Services. - Build and maintain customer playbooks, templates, and best practices. - Partner with cross-functional teams to ensure processes are integrated and aligned. - Proactively identify and mitigate operational bottlenecks. - Track and analyze key performance metrics. - Build and maintain dashboards and reports for leadership. - Use customer data and qualitative insights for continuous improvement. - Own the CS technology stack including Salesforce. - Lead the rollout of new tools and integrations. - Ensure full team adoption through training and ongoing enablement. - Partner with CS and Onboarding leadership to define team goals. - Monitor adherence to operational processes and progress toward targets. - Deliver recommendations that improve team efficiency and customer satisfaction. - Support workforce planning initiatives. - Continuously evaluate and improve operational systems. - Collect and analyze customer feedback for process improvements. - Act as a liaison between customers and internal teams. - Develop and execute strategies to increase customer engagement and advocacy. Benefits - Full-time opportunity. - Location: Remote – Nationwide. - Travel to customer locations is required, up to 20%. - Competitive compensation packages offered. - Opportunities for growth and personal development within a highly dynamic team. - Robust, low-cost benefit packages offered. - Benefit coverage begins the first date of employment. - Paid Time Off and Volunteer Time Off offered. - Dependent Care offered. - 401k match. - Employee referral bonuses.

• Nurturing workflows: Design, implement, and optimize complex relationship nurture flows for both the existing customer base (retention/upsell) and the market (acquisition/lead nurturing); • Scoring management: Develop and refine Lead Scoring models (sales prioritization) and Health Scoring (customer health monitoring and churn prevention); • Unqualified leads management: Create re-engagement and recycling strategies for leads not yet ready to buy, keeping them warm in the funnel; • Multichannel control: Orchestrate communication across multiple channels (Email, WhatsApp, Push, In-app messages, Product banners), ensuring the right message, on the right channel, at the right time; • Communication calendar: Lead the planning and execution of the global communication calendar with the user base, aligning product launches, campaigns and corporate announcements; • Community management: Foster and manage the user/customer community, creating an environment for engagement, knowledge sharing and brand advocacy; • Event management: Plan and execute online events (webinars, live streams) and offline events (meetups, workshops) focused on relationship building, market education and business generation.

• Define and execute the SASE Customer Success strategy focusing on TTV, adoption depth, and Gross/Net Retention • Lead, mentor, and scale a global team of CSEs • Develop playbooks for the customer lifecycle from hand-off to executive business reviews • Establish KPIs like Churn Rate, NPS, and Health Scores • Provide feedback to Product and Engineering for customer deployment challenges • Collaborate with Sales leadership for account growth strategies • Serve as executive sponsor for Tier-1 enterprise accounts and manage 'At-Risk' accounts