Director, Customer Success

TENEX.AI • Overland Park, KS

5d • Onsite

About The Position

TENEX is seeking a Director of Customer Success to lead their Customer Success Manager (CSM) team and ensure customers achieve their desired outcomes. This role involves both day-to-day leadership, including coaching CSMs, managing escalations, and driving retention and expansion, as well as scaling the customer success function's people, processes, and playbooks to accommodate a growing customer base. The Director will act as a force multiplier for the CSM team, serve as a liaison between CS and technical delivery functions (FDE, Detection Engineering, SOC), and build trusted executive relationships with customer security and business leaders. Success will be measured by retained and expanded revenue, faster time-to-value, and customers who clearly perceive the value delivered by TENEX.

Requirements

• Proven experience leading Customer Success (or post-sales delivery) teams in a B2B SaaS environment, including hiring, coaching, and performance management.
• A track record of owning retention and expansion metrics (GRR/NRR) and driving them through a team.
• Strong executive presence, with the ability to engage effectively with CISOs and security/business leaders, and translate technical work into business outcomes.
• Experience building and scaling processes in a high-growth or startup environment, comfortable with both creating and executing playbooks.
• Data-driven approach to managing customer health, risk, and prioritization.
• Excellent cross-functional partnership skills, particularly with technical delivery teams.

Nice To Haves

• Domain experience in cybersecurity, MDR/MSSP, SecOps, or SIEM/detection engineering.
• Familiarity with Google SecOps or comparable security platforms.
• Experience establishing or scaling a Customer Success function from an early stage.
• Background operating in environments with compliance requirements (e.g., FedRAMP), including any associated personnel/access constraints.

Responsibilities

• Lead, coach, and grow a team of Customer Success Managers, setting clear expectations and fostering a culture of proactive, outcome-focused ownership.
• Own gross retention (GRR), net retention (NRR), and time-to-value across the customer portfolio, driving account health and intervening early to mitigate risk.
• Operationalize segmented CS motions and a health-scoring framework to ensure customers receive appropriate engagement levels and to enable team scalability.
• Coach the team on and personally lead Executive Business Reviews (EBRs) and CISO-level relationships, translating technical work into tangible business value.
• Partner closely with FDE, Detection Engineering, Threat Intel, and the SOC to ensure security outcomes are realized, and collaborate with Sales and Product to integrate customer feedback into the roadmap and go-to-market strategy.
• Manage escalations by structuring responses, driving resolution, and implementing durable process improvements based on incident learnings.
• Build out the CS operating system, including plays, cadences, tooling, onboarding, and enablement, to enhance team efficiency and repeatability as the company grows.

What This Job Offers

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