SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
TENEX.AI is an AI-native, automation-first Managed Detection and Response (MDR) provider backed by leading investors including Andreessen Horowitz, Crosspoint Capital Partners, Shield Capital, and others. The company is rapidly scaling its cybersecurity platform to help organizations enhance their security posture through advanced threat detection, rapid response, and continuous protection.
As Director of Customer Success, you will lead the Customer Success Manager team and own the outcomes customers realize post-implementation. This is both a leadership and builder role: you'll manage the team day-to-day—coaching CSMs, handling escalations, and driving retention and expansion—while scaling the function's people, processes, and playbooks as the customer base grows.
Key responsibilities include leading and developing a team of CSMs with clear expectations and strong performance cadences; owning gross retention (GRR), net retention (NRR), and time-to-value metrics across the portfolio; operationalizing segmented CS motions and health-scoring frameworks so every customer receives appropriate engagement for their tier; coaching the team on and personally leading QBR/EBR conversations with CISO-level stakeholders; partnering tightly with Field Delivery Engineering, Detection Engineering, Threat Intelligence, and SOC teams to ensure security outcomes are realized; managing escalations with structured responses and turning incidents into process improvements; and building the CS operating system—plays, cadences, tooling, onboarding, and enablement—to enable team scaling.
You'll be the connective tissue between Customer Success and technical delivery functions, and a trusted executive presence for customers' security and business leaders. Success is measured in retained and expanded revenue, faster time-to-value, and customers who clearly see the value delivered.
Required qualifications include proven experience leading Customer Success or post-sales delivery teams in B2B SaaS environments with 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 comfortable with CISOs and security/business leaders; experience building and scaling processes in high-growth or startup environments; and a data-driven approach to health, risk, and prioritization.
Preferred qualifications include domain experience in cybersecurity, MDR/MSSP, SecOps, or SIEM/detection engineering; familiarity with Google SecOps or comparable security platforms; experience standing up or scaling a CS function from early stage; and background operating in compliance-heavy environments (e.g., FedRAMP).
