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 Tengo Internet.

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.

Tengo Internet 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).

• 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

• 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

• 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 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 Customer Success Associate is responsible for managing Tengo Internet’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.

• Account Plan Call Completion
• Opportunity Generation
• Customer Profitability
• Customer Retention
• NPS