Manager, Customer Success Operations

Manager, Customer Success Operations

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 let Customer Success, the Rapid Deployment Team, and Professional Services run on facts instead of anecdote.

This is a foundational, highly cross-functional role. You'll partner across Customer Success, Rev Ops, Finance, FDE, and SOC delivery, and report to the VP of Customer Success. You'll build a function that doesn't exist yet at Tenex — defining the reporting, tooling, and operational discipline the entire post-sales organization will run on as it scales. It's a rare opportunity to stand up the operating backbone of a Customer Success organization from first principles at a fast-growing, AI-native security company.

• Serve as the single reporting owner across the full post-sales organization — Customer Success, the Rapid Deployment Team, and Professional Services — rather than a CS-only function.
• Define metric requirements with leadership, build the dashboards, roll them out, 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 reporting tailored to each post-sales team — deployment throughput for RDT, health and retention for CS, utilization and margin for PS — under one consistent framework, including customer-by-customer profitability.
• Own metric definitions and taxonomy so numbers mean the same thing in every room, and produce and automate the recurring executive data pack.

• Own the Customer Success platform end to end — evaluate, define requirements, select, implement, and then administer it in production (e.g., Velaris, Gainsight, Planhat).
• Operationalize our frameworks inside the tool: health scoring, the segmented engagement model, playbooks, lifecycle stages, and renewal triggers.
• Own the CS-relevant Salesforce data model — objects, fields, and data quality — in partnership with Rev Ops, and serve as the CS interface into Salesforce change management.
• Own cross-system data governance and integrity so every dashboard rests on one trusted set of numbers.

• 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 so scores calculate and refresh automatically, and calibrate the model over time so it reliably predicts renewal, churn, and escalation.
• Drive adoption so health scoring becomes a metric CSMs and delivery teams act on daily, feeding at-risk plans, renewal triggers, and executive reviews.

• 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 so detractor signals become action, not just a score.
• Report sentiment trends to leadership and tie them to health, renewal, and delivery data as leading indicators.

• Own and influence the infrastructure, templates, and standards behind customer communications — both urgent/incident comms (security escalations, service-impacting events, advisories) and standard operational comms (lifecycle touchpoints, cadence, scheduling, announcements).
• Own the urgent-comms mechanics — notification triggers, distribution, routing, and time-to-notify standards — so customers hear from us proactively rather than discovering issues first.

• Operationalize the segmented coverage model and keep the capacity and headcount model 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 Rev Ops.
• Orchestrate the operating calendar — Q /E  support, the staff-meeting data pack, and automated executive review inputs.
• Build and own the automation layer that…