Customer Success Associate

As a Customer Success Manager, you'll own the relationships with a portfolio of customer accounts—parks, campgrounds, and destinations that depend on reliable connectivity to serve their guests. You'll be their trusted advisor, their go-to problem solver, and their advocate inside TengoInternet. This isn't a reactive support role. You'll proactively check in with your customers, spot potential issues before they become outages, and identify opportunities to help them get more value from our services. You'll be the connective tissue between our sales, support, and technical teams—ensuring nothing falls through the cracks. About Tengo: TengoInternet is the premier provider of internet and WiFi solutions to campgrounds, state parks, RV parks, and outdoor destinations throughout North America. We don't just provide connectivity—we help families stay in touch during their adventures, enable small business owners to run their parks seamlessly, and make sure travelers can share their experiences with the world. Our mission is simple: Connect People for Success. That means our customers, our partners, and our team (we call ourselves Ambassadors because that's what we are—ambassadors for connectivity and community). What you'll do: Own Your Customer Relationships Build genuine relationships with your accounts through regular communication and check-ins Manage the full customer lifecycle—from onboarding and implementation through renewals and growth Conduct business reviews that actually matter to your customers (not just checkbox exercises) Take accountability for retention and expansion—these are your accounts, and their success is your success Be Proactive, Not Reactive Spot problems before they become outages and opportunities before customers even ask Analyze customer data and usage patterns to identify accounts that need attention or have opportunities for growth Work with your team to develop strategies that prevent churn before it happens Partner with Sales to ensure smooth handoffs, onboarding, and growth opportunities Work alongside service delivery, IT, accounting, and support to solve customer challenges Contribute to continuous improvement—help us get better at serving our customers Get Out of the Office Up to 25% travel to visit customers on-site, attend trade shows, and participate in industry events. Yes, that sometimes means your "office" is a scenic campground, RV resort, or outdoors-oriented conference. You Might Be a Great Fit If... You genuinely enjoy building relationships and remembering the details that matter to people You're organized enough to manage dozens of accounts without letting anyone feel forgotten You can translate technical network issues into plain English for non-technical customers You get satisfaction from solving problems before they escalate You're comfortable with data and can spot trends in customer behavior You take ownership—when something is your responsibility, you see it through You're excited about helping outdoor destinations deliver better experiences to their guests The Specifics The Customer Success Associate is responsible for managing TengoInternet’s customer advocacy and proactive customer support services. This individual will work to develop a strong rapport with customers through a regular cadence of communication and service touchpoints. The Customer Success Associate will be responsible for and own the relationship with assigned customer accounts. The Customer Success Associate will report to the CSM Team Manager and is accountable for account retention/expansion, customer satisfaction, and delivering business outcomes for select customer accounts. The Customer Success Associate serves as the integration point between the company’s sales, account management, customer support and accounting functions. As such, this individual will work with the CSM Team Manager to identify predictive insights into future opportunities to better serve our clients or address potential service outages, interruptions and/or sub-optimal network performance. Key KPIs include: Account Plan Call Completion Opportunity Generation Customer Profitability Customer Retention NPS Skills and Competencies Technology Solutions Proficiency Customer Insight Data Analysis Customer Lifecycle Analysis Responsibilities: Account Conversations (Plan/Renewal Case Management) Take full accountability and responsibility for stewardship, relationship, revenue retention and expansion of accounts managed. Report, on a recurring basis, the revenue retention and expansion results and other key metrics for these accounts. Manage the customer lifecycle for the accounts supported. This includes, but is not limited to, utilizing best practices concerning kick-off calls, implementation, adoption, outcome achievement, benchmarking and milestones, quarterly business reviews (QBR’s), and customer renewal activities. Customer Success Associate is required to travel up to 25% of the time visiting key customers, trade shows, training, and industry events. Staff Development Engage in ongoing performance management reviews with the CSM Team Manager (weekly 1:1s and quarterly performance reviews). Cross-Company Alignment In partnership with the CSM Team Manager, participate in ongoing strategic discussions regarding CSM Department alignment with the company Use Tengo’s established and evolving project management tools and methodologies to track tactical and strategic priorities. Execute CSM Team operations including continuous improvement process optimization efforts. Collaborate between CSM team and service delivery, IT, accounting, marketing, and support teams. Opportunity Management Coordinate with Sales and Business Development on a regular basis to ensure understanding of account growth. Engage in strategic conversations (EBR’s or QBR’s) with executive sponsors to ensure business objectives are continually being met. Conduct on-site visits to accounts as necessary. Admin, Zendesk and Sugar Standards Management Determine and discuss with CSM Team Manager which (if any) select accounts are at risk of attrition. Implement effective strategies to mitigate potential customer attrition. #J-18808-Ljbffr