Director of Customer Success - Security SaaS Leader

TENEX.AI; Sarasota (FL); On-site; USD 140,000 - 200,000; Full time

Job summary

TENEX.AI is hiring a Director of Customer Success to lead our CS team and own outcomes for live customers. You will coach CSMs, manage escalations, and drive retention and expansion across a growing enterprise client base.

You’ll align CS with FDE, Detection Engineering, SOC, Threat Intel, Sales and Product to ensure measurable value, faster time-to-value, and durable growth in a fast-scaling cybersecurity SaaS environment.

Qualifications

• Proven experience leading Customer Success (or post-sales) teams in a B2B SaaS environment.
• Track record of owning GRR/NRR and driving them through a team.
• Strong executive presence with CISOs and security/business leaders.
• Experience scaling CS processes in high-growth or startup environments.
• Data-driven health, risk, and prioritization.
• Excellent cross-functional partnership with technical delivery teams.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers.
• Own gross retention (GRR), net retention (NRR), and time-to-value across the portfolio.
• Operationalize segmented CS motions and health-scoring framework.
• Coach and lead QBR/EBR conversations with executive relationships.
• Partner with FDE, Detection Engineering, Threat Intel, SOC, Sales and Product.
• Escalation management: structure the response and drive resolution.
• Scale the CS operating system with plays, cadences, tooling, onboarding.

Skills

Customer Success Leadership

Retention & Expansion Focus

Executive Presence

Cross-functional Collaboration

Data-driven Decision Making

Job description

TENEX.AI is hiring a Director of Customer Success to lead our CS team and own outcomes for live customers. You will coach CSMs, manage escalations, and drive retention and expansion across a growing enterprise client base.

You’ll align CS with FDE, Detection Engineering, SOC, Threat Intel, Sales and Product to ensure measurable value, faster time-to-value, and durable growth in a fast-scaling cybersecurity SaaS environment.