Director, Customer Success EMEA

TENEX.AI; Sarasota (FL); On-site; USD 159,000 - 238,000; Full time

Job summary

TENEX.AI in London is seeking a seasoned Customer Success leader to own and scale the EMEA region. You will manage named strategic accounts, drive onboarding and value realization, and partner with global CS to align on quality and outcomes.

You will hire, onboard, and develop the EMEA CS team, set local operating rhythms, and own metrics like GRR and NRR while collaborating with security leaders across EMEA. The role requires strategic vision and hands-on execution to grow ARR.

Qualifications

• Deep background in MDR, managed security services or comparable high-touch B2B SaaS.
• Track record scaling a CS team from 1 to 5+ people.
• Player-coach experience with strategic accounts and hiring ability.

Responsibilities

• Own named strategic EMEA accounts as senior CS contact; drive onboarding and value realization.
• Hire, onboard, and develop the EMEA CS team; set local operating rhythms and escalation paths.
• Partner with regional leadership and global CS to shape account strategy and time-to-value.
• Own regional metrics like gross and net revenue retention and time-to-value.

Skills

MDR cybersecurity

Team-building

Executive presence

Retention metrics

B2B SaaS

English fluency

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.