Director, Customer Success EMEA

TENEX.AI; Greater London; Hybrid; GBP 90,000 - 140,000; Full time

Job summary

TENEX.AI is seeking an experienced Customer Success leader to own the EMEA region as the first CS hire. Based in London, you will build and scale the CS function, manage strategic accounts, and drive retention and expansion outcomes while aligning with global CS standards.

You will partner with commercial leadership to shape regional strategy and ensure rapid value delivery for our MDR engagements across EMEA, with a focus on executive relationships and cross-functional collaboration.

Qualifications

• Deep background in MDR or managed security services for high-touch B2B SaaS.
• Proven track record scaling a CS team from 1 to 5+ people.
• Strong retention focus with GRR/NRR metrics.
• Executive presence with security leadership; English fluency.

Responsibilities

• Own named strategic EMEA accounts and drive onboarding, adoption, and value realization.
• Build, hire, and develop the EMEA CS team; set local operating rhythms.
• Partner with regional leadership on account strategy and go-to-market; align with global CS.
• Own regional outcomes for GRR and NRR; communicate value and retention to stakeholders.

Skills

MDR

Customer Success

Account management

Team leadership

GRR/NRR

Executive presence

Job description

Company Overview

TENEX is an AI-native, automation-first, built-for-scale Managed Detection and Response (MDR) provider. We are a force multiplier for defenders, helping organizations enhance their cybersecurity posture through advanced threat detection, rapid response, and continuous protection. Our team is composed of industry experts with deep experience in cybersecurity, automation and AI-driven solutions. Backed by leading investors, we are rapidly growing and seeking top talent to join our mission of revolutionizing the AI-Native MDR landscape.

We’re a fast growing startup backed by industry experts and top tier investors led by Crosspoint Capital Partners and also backed by Shield Capital, DTCP (formerly Deutsche Telekom Capital Partners), Deepwork Capital, and the Florida Opportunity Fund. Seed round led by Andreessen Horowitz (a16z). As an early employee, you’ll play a meaningful role in defining and building our culture. Get in on the ground floor. We’re a small but well‑funded team that just raised a substantial round – joining now comes with limited risk and unlimited upside.

Culture is one of the most important things at TENEX.AI—explore our culture deck at culture.tenex.ai to witness how we embody it, prioritizing the irreplaceable collaboration and community of in‑person work.

The Opportunity

This is a build role for an experienced operator who wants ownership, not a seat in an established machine. As the first Customer Success hire in EMEA, you will be both the senior customer‑facing face of TENEX in the region and the person who builds the CS team beneath you. Early on you will carry a small book of strategic accounts yourself; over time you will shift from doing the work to hiring, coaching, and scaling a team that does.

You will be the day‑to‑day CS partner to our EMEA commercial leadership, while staying tightly connected to our global CS motion, framework, and quality bar. If you want to shape how customer success is delivered across a region from a blank page — and be measured on real retention and expansion outcomes — this is that role.

What You Will Do

• Own the customer relationship (player): Personally own named strategic EMEA accounts as the senior CS point of contact, especially in the first ~90 days. Drive onboarding, adoption, value realization, and executive alignment for MDR engagements — the moments where CISOs form their durable impression of TENEX. Serve as the in‑region escalation point and trusted advisor for security leaders across EMEA.
• Build and lead the team (coach): Hire, onboard, and develop the EMEA CSM team, scaling the function from one (you) to a multi‑person pod as the business grows. Run interview loops, build a bench in‑region and in‑time‑zone, and set the local operating rhythm (QBRs, health reviews, escalation paths) in lockstep with the global CS framework.
• Partner across the business: Act as the day‑to‑day CS partner to EMEA commercial leadership, contributing to account strategy, expansion planning, and regional go‑to‑market. Represent the voice of the EMEA customer back into global CS, product, and delivery. Partner with Project Management on onboarding delivery to protect time‑to‑value in‑region.
• Own the outcomes: Carry regional accountability for the metrics that matter: gross revenue retention (GRR), net revenue retention (NRR), and time‑to‑value. Translate TENEX's data‑residency and compliance posture into clear, confident onboarding conversations with EMEA customers.

What You Bring

• Deep background in MDR, managed security services, or a comparable high‑touch B2B managed‑services / SaaS environment.
• A track record of scaling a customer success team from roughly 1 to 5+ people — you've built, not just inherited.
• Demonstrated player‑coach experience: credible carrying strategic accounts yourself and effective at hiring and developing a team.
• Strong command of retention and expansion mechanics (GRR / NRR) and the operational levers behind them.
• Executive presence with security leadership; comfortable being the senior in‑region relationship owner for enterprise CISOs.
• Native or near‑native English.
• Based in (or willing to relocate to) London, with the flexibility to work across EMEA time zones and maintain overlap with an AMER‑based global team.

Nice‑to‑Haves

• Familiarity with the EMEA security and regulatory landscape (e.g., GDPR, data‑residency considerations, and the way native‑language delivery expectations vary by market).
• Experience standing up customer success in a region for a company scaling internationally.
• Exposure to Google SecOps or adjacent detection‑and‑response tooling.
• Additional European language(s).

Why Join Us?

• Opportunity to work with cutting‑edge AI‑driven cybersecurity technologies and Google SecOps solutions.
• Collaborate with a talented and innovative team focused on continuously improving security operations.
• Competitive salary and benefits package.
• A culture of growth and development, with opportunities to expand your knowledge in AI, cybersecurity, and emerging technologies.