Head of Customer Success — AI-Driven MDR

TENEX.AI; United States; On-site; USD 150,000 - 190,000; Full time

Job summary

TENEX.AI is seeking a Director of Customer Success to lead our CSM team and own outcomes for live customers. You will manage retention, expansion, and escalation processes while scaling the CS function across the organization, aligning with delivery, sales, and product to maximize customer value.

You will partner with CISOs and business leaders to translate security outcomes into measurable business impact, build scalable processes, and foster a high-performance culture in a fast-growing,

Qualifications

• Proven experience leading Customer Success (or post-sales delivery) teams in a B2B SaaS environment.
• 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, translating technical work into business outcomes.
• Experience building and scaling process in a high-growth or startup environment; able to create and run playbooks.
• Data-driven approach to health, risk, and prioritization.
• Excellent cross-functional partnership skills, especially with technical delivery teams.

Responsibilities

• Lead, coach, and grow a team of Customer Success Managers while setting clear expectations.
• Own gross and net retention metrics and drive health of accounts across the portfolio.
• Operationalize CS motions and health-scoring so engagement scales with tiered models.
• Coach and lead executive-level conversations (QBR/EBR) with CISO-level relationships.
• Partner with FDE, Detection Engineering, Threat Intel, SOC, Sales and Product to align roadmaps.
• Manage escalations, structure responses, and drive durable process improvements.
• Scale the CS function with plays, cadences, tooling, onboarding and enablement.

Skills

Leadership

Retention & Expansion

Executive presence

Process scaling

Cross-functional work

Data-driven

Job description

TENEX.AI is seeking a Director of Customer Success to lead our CSM team and own outcomes for live customers. You will manage retention, expansion, and escalation processes while scaling the CS function across the organization, aligning with delivery, sales, and product to maximize customer value.

You will partner with CISOs and business leaders to translate security outcomes into measurable business impact, build scalable processes, and foster a high-performance culture in a fast-growing,