Customer Success Manager (Enterprise)

Tenzai • Boston, MA

17h

About The Position

Tenzai is expanding its Customer Success team to support and scale its enterprise customer base. The Customer Success Manager will manage the customer journey from kickoff through renewal and growth, owning success plans and building relationships with security and risk executives. The role champions product adoption, value realization, and retention.

In addition to owning customer accounts, the position will help establish foundational Customer Success operations, including onboarding workflows, health scoring frameworks, and repeatable playbooks.

Requirements

• At least 5 years of experience in post-sales functions such as Customer Success or Account Management, preferably in cybersecurity.
• Demonstrated success managing enterprise accounts throughout the customer lifecycle and driving renewals and account expansion.
• Strong foundational understanding of IT, networking, and cybersecurity principles.
• Ability to lead customer onboarding and technical sessions.
• Executive-level business acumen and ability to communicate value and align security results with business objectives.
• Strong project management and analytical problem-solving skills to diagnose, address, and prevent operational challenges.
• Poised, articulate written and verbal communication skills, particularly when managing account escalations.
• Ability and willingness to travel approximately once per month to client sites across North America.
• Ability to thrive in a fast-moving startup environment with high autonomy and evolving priorities.

Nice To Haves

• Knowledge of cybersecurity practices and principles, with relevant certifications such as CISSP, CCSP, OSCP, or CompTIA Security+.
• Familiarity with application security concepts, including the OWASP Top 10, penetration testing, and vulnerability management, and interest in AI security risks such as prompt injection.
• Offensive security experience, such as penetration testing, red teaming, bug bounty, or CTFs.

Responsibilities

• Serve as the principal advocate and trusted advisor for a customer portfolio, guiding customers through each phase of their Tenzai experience.
• Lead customer onboarding and growth using effective project management practices.
• Establish key milestones, assist with application setup, ensure successful initial Tenzai scans, and verify remediation results.
• Work with security executives to develop strategic success plans and demonstrate return on investment through regular business reviews.
• Monitor account health and product adoption, identify risks early, and manage critical escalations through resolution.
• Represent customer needs internally by explaining the business value of feature requests, supporting prioritization, and partnering with Support, Operations, and Product.
• Build relationships across key accounts to increase product adoption and identify expansion opportunities.
• Help design foundational Customer Success operations, including onboarding workflows, health scoring frameworks, and repeatable playbooks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed