Manager, Customer Success Operations

TENEX is an AI-native, automation-first, built-for-scale Managed Detection and Response (MDR) provider. We help organizations enhance their cybersecurity posture through advanced threat detection, rapid response, and continuous protection. Our team consists of industry experts with deep experience in cybersecurity, automation, and AI-driven solutions. Backed by leading investors such as Crosspoint Capital Partners, Shield Capital, DTCP, Deepwork Capital, and the Florida Opportunity Fund, with a seed round led by Andreessen Horowitz (a16z), we are rapidly growing and seeking top talent to join our mission. As an early employee, you’ll play a meaningful role in defining and building our culture. We prioritize in-person collaboration and community, with a hybrid in-office schedule in our Overland Park, KS or Sarasota, FL offices. A paid relocation package is available for those open to relocation.

About the Role

The Manager, Customer Success Operations owns the operating system beneath our post-sales organization — the data, tooling, voice-of-customer signal, and operating cadence that enable Customer Success, the Rapid Deployment Team, and Professional Services to run on facts instead of anecdotes. This role is a builder-operator position where you’ll define requirements, build or configure systems, roll them out, and own them in production. You’ll partner across Customer Success, RevOps, Finance, FDE, and SOC delivery, reporting to the VP of Customer Success. This is a foundational, highly cross-functional role to stand up the operational backbone of our Customer Success organization from first principles.

Responsibilities

• Reporting, Analytics & Business Insight: Serve as the single reporting owner across the full post-sales organization. Define metric requirements with leadership, build dashboards, and operate them as the single source of truth for post-sales performance. Stand up and maintain core portfolio views: GRR/NRR, portfolio growth, renewal trends, at-risk and escalation trends, health distribution, engagement and adoption, time-to-value, and delivery quality. Provide tailored reporting for each post-sales team under one consistent framework, including customer-by-customer profitability. Own metric definitions and taxonomy, and produce and automate the recurring executive data pack.
• Customer Success Platform & Data Systems: Own the Customer Success platform end-to-end — evaluate, define requirements, select, implement, and administer it in production (e.g., Velaris, Gainsight, Planhat). Operationalize frameworks inside the tool: health scoring, segmented engagement model, playbooks, lifecycle stages, and renewal triggers. Own the CS-relevant Salesforce data model in partnership with RevOps and serve as the CS interface into Salesforce change management. Ensure cross-system data governance and integrity.
• Health Scoring: Own the customer health-scoring model as a living system — its inputs, scoring logic, thresholds, and roll-up rules. Instrument health scoring inside the platform for automatic calculation and refresh, and calibrate the model over time to reliably predict renewal, churn, and escalation. Drive adoption so health scoring becomes a daily actionable metric for CSMs and delivery teams.
• Voice of the Customer: Build and run the CSAT program across the customer lifecycle, plus a relationship-level NPS motion. Instrument surveys, manage cadence, and own the closed-loop follow-up process to turn detractor signals into action. Report sentiment trends to leadership and tie them to health, renewal, and delivery data as leading indicators.
• Customer Communications: Own and influence the infrastructure, templates, and standards for customer communications, including urgent/incident comms (security escalations, service-impacting events, advisories) and standard operational comms (lifecycle touchpoints, cadence, scheduling, announcements). Own the mechanics of urgent comms — notification triggers, distribution, routing, and time-to-notify standards — to ensure proactive customer communication.
• Planning, Renewals & Operating Rhythm: Operationalize the segmented coverage model and maintain the capacity and headcount model as a living planning tool. Run the operational machinery behind the renewal motion — cadence, at-risk and save-plan tracking, and renewal inputs to leadership and RevOps. Orchestrate the operating calendar, including QBR/EBR support, staff-meeting data packs, and automated executive review inputs. Build and own the automation layer to increase operational leverage as the organization scales.

Requirements

• 5+ years in Customer Success Operations, Revenue Operations, or CS strategy/analytics in a B2B SaaS or managed-services environment.
• Demonstrated ownership of a CS platform (Gainsight, Velaris, Planhat, ChurnZero, or similar) from evaluation or implementation through steady-state administration.
• A track record of building operational infrastructure in a scaling organization, not just running someone else's playbook.

Skills

• Strong analytical and data fluency — defining metrics, building dashboards, and working across Salesforce data and BI tooling.
• Strong Salesforce data and administration fluency — comfortable owning objects, fields, and data quality and building reporting on top of them.
• Fluency in core CS metrics (GRR, NRR, health scoring, segmentation, renewal motions) and the judgment to know which ones drive decisions.
• Builder-operator mindset: ability to go from a blank page to an operational system and then run it.
• Bias toward measurable outcomes and board-level credibility over activity metrics.
• Comfortable being the person who says "that number is wrong, and here's why."

Preferred Qualifications

• Exposure to cybersecurity, MDR, SOC operations, or another technical-delivery domain.
• Experience standing up CSAT/NPS programs and closed-loop voice-of-customer processes.
• Comfort with AI-native and automation tooling, and prior involvement in comp plan design or administration.

How Success Is Measured

• A single, trusted post-sales data layer that leadership runs on.
• A Customer Success platform in production and adopted by the team as the default place they work.
• Health scores that reliably predict outcomes.
• Voice-of-customer trends that demonstrably feed save and renewal action.
• Steadily increasing operating leverage — faster reporting cycles and broader automation — as the portfolio grows.