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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 and AI-driven solutions.
As Manager of Customer Success Operations, you will own the operating system beneath the entire post-sales organization—the data infrastructure, tooling, voice-of-customer signals, and operating cadence that enable Customer Success, Rapid Deployment, and Professional Services teams to operate on facts rather than anecdote.
Key responsibilities include:
**Reporting, Analytics & Business Insight**: Serve as the single reporting owner across all post-sales functions. Define metric requirements with leadership, build dashboards, and maintain core portfolio views including GRR/NRR, renewal trends, at-risk escalations, health distribution, and customer profitability. Produce and automate recurring executive data packs with consistent metric definitions across the organization.
**Customer Success Platform & Data Systems**: Own the CS platform end-to-end (e.g., Velaris, Gainsight, Planhat)—evaluate, select, implement, and administer it in production. Operationalize frameworks including health scoring, segmented engagement models, playbooks, and lifecycle stages. Partner with RevOps on the Salesforce data model and ensure cross-system data governance and integrity.
**Health Scoring**: Build and maintain the customer health-scoring model as a living system. Instrument scoring inside the platform so it calculates automatically, calibrate the model to predict renewal/churn/escalation, and drive adoption so CSMs act on health scores daily.
**Voice of the Customer**: Build and run CSAT programs across the customer lifecycle plus relationship-level NPS. Manage survey cadence, closed-loop follow-up, and report sentiment trends tied to renewal and delivery data.
**Customer Communications**: Own the infrastructure and standards for both urgent comms (security escalations, service events) and operational comms (lifecycle touchpoints, scheduling). Establish notification triggers and time-to-notify standards so customers hear from TENEX proactively.
**Planning & Operating Rhythm**: Operationalize segmented coverage models, renewal planning, and the post-sales operating cadence.
This is a foundational, highly cross-functional role reporting to the VP of Customer Success. You'll build a function from first principles at a fast-growing, well-funded AI-native security company, partnering across Customer Success, RevOps, Finance, and SOC delivery. The role offers the rare opportunity to define the operating backbone of a Customer Success organization as it scales.
