Regional Manager, Customer Accounts – West Coast

Tenna • Remote - West Coast (CA, OR, WA), CA

1d • Remote

About The Position

Tenna is seeking a Regional Manager, Customer Accounts to lead and grow a regional team of Customer Account Managers (CAMs). This front-line leadership role supports CAMs in delivering customer value through the Tenna platform while driving retention and expansion. The manager reviews account health, product adoption, escalations, and renewal risk with the team, and steps in to lead conversations when key customers are at risk. The role also involves coaching and developing CAMs and partnering with Sales, Product, Support, and Professional Services to improve customer outcomes.

The manager is accountable for retention and expansion across Enterprise, Mid-Market, and SMB accounts, maintaining clear account plans and reliable renewal and opportunity forecasts. The role participates in hiring and onboarding, establishes performance standards and team operating routines, balances account assignments, and ensures consistent use of Tenna playbooks and Salesforce. It also includes customer-site travel for strategic visits, business reviews, team coaching, and company events.

This is a full-time remote opportunity. Candidates must live in or be willing to relocate to California, Oregon, or Washington, and should expect to travel approximately 25%–35%.

Requirements

• Bachelor’s degree strongly preferred or equivalent experience.
• At least 5 years of experience in B2B SaaS Customer Success, Account Management, or post-sales roles.
• At least 2 years of direct people-management experience, including hiring, coaching, and performance-managing customer-facing team members.
• Demonstrated track record of driving renewals, retention, and expansion, with measurable results.
• 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.
• Strong Salesforce experience, including account management, opportunity tracking, and reporting.
• Advanced Excel and data analysis skills.
• Confidence leading difficult customer conversations and building trust with C-level stakeholders.
• Experience in a growth-stage or scaling B2B SaaS organization and a hands-on approach.
• Proactive, transparent, and data-driven approach, with a bias toward execution and clear follow-through.
• Ability to travel approximately 25%–35%.
• Must live in or be willing to relocate to California, Oregon, or Washington.

Nice To Haves

• Experience supporting a remote or distributed team.
• Familiarity with Jira, service desk systems, and customer health reporting.
• Experience in construction technology, fleet or equipment management, telematics, IoT, or industrial SaaS.
• Familiarity with construction ERP platforms such as Viewpoint/Vista, Spectrum, or Foundation.

Responsibilities

• Supervise, coach, and develop a regional team of Customer Account Managers, growing the team to approximately nine CAMs across Enterprise, Mid-Market, and SMB segments.
• Be accountable for team retention and expansion results, including gross and net revenue retention, logo retention, and renewal performance.
• Regularly review account health with each CAM, including product adoption, usage trends, support escalations, and renewal risk, and ensure each CAM maintains a clear, current account plan.
• Personally help lead customer conversations when key or Enterprise accounts are at risk, while CAMs manage day-to-day account work.
• Maintain an accurate view of upcoming renewals and expansion opportunities, flag risk early, and provide recommendations.
• Reduce unmanaged Red and Yellow accounts by ensuring documented recovery plans are in place and followed through.
• Partner with Regional Territory Managers and Sales on customer handoffs, renewals, and expansion opportunities.
• Participate in hiring, onboard and ramp new CAMs, and set clear goals and performance standards.
• Run weekly one-on-ones, account reviews, and team operating cadences, and create individual development plans for CAMs.
• Address performance issues directly and constructively and hold the team accountable to clear standards.
• Assign accounts and balance workloads based on segment, complexity, and capacity.
• Ensure the team follows Tenna playbooks and has the training and tools needed to deliver a consistent customer experience.
• Ensure consistent customer progress reviews, Business Review Meetings, and strong executive relationships across key accounts.
• Partner with Professional Services to improve onboarding and shorten time to value for new customers.
• Bring field feedback and recurring customer needs to Product, and partner with Support to resolve systemic issues affecting multiple customers.
• Maintain Salesforce discipline across the region so customer data and reporting are accurate, timely, and actionable.
• Travel to customer sites for Enterprise and Platinum customer visits, strategic business reviews, team coaching, and company events.
• Share field insights with leadership to improve health scoring, playbooks, and processes as Tenna scales.

Benefits

• Competitive compensation packages.
• Opportunities for growth and personal development.
• Robust, low-cost benefit packages, with coverage beginning on the first date of employment.
• Paid Time Off and Volunteer Time Off.
• Dependent Care offered.
• 401k match.
• Employee referral bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager