Customer Success Manager

TENEX.AI is an AI-native Managed Detection and Response provider focused on enhancing cybersecurity for organizations. The Customer Success Manager will be responsible for ensuring customer satisfaction, driving adoption of TENEX's services, and acting as a trusted advisor to clients to help them achieve their security goals.

Responsibilities:

• Act as a trusted advisor to customers, ensuring they fully leverage TENEX’s MDR platform to meet their cybersecurity needs
• Own the customer relationship post-sale, driving engagement, retention, and expansion opportunities
• Develop and execute customer success plans, ensuring smooth onboarding and continued adoption of TENEX’s services
• Serve as the voice of the customer, providing feedback to internal teams to drive continuous product and service improvements
• Conduct regular business reviews with customers to assess security posture, provide insights, and align on future goals
• Proactively identify risks and implement strategies to mitigate churn, ensuring high customer satisfaction
• Collaborate cross-functionally with Sales, Product, Engineering, and Security Operations teams to deliver exceptional customer experiences
• Educate customers on best practices, new features, and enhancements to maximize their security outcomes
• Track and analyze customer usage data to identify trends, opportunities, and areas for improvement
• Facilitate contract renewals and support expansion efforts in partnership with the Sales team
• Travel as needed (10-15%) to meet with key customers and strengthen relationships

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a related role in cybersecurity, SaaS, or MDR services
• Strong understanding of cybersecurity principles, threat detection, and incident response
• Proven ability to manage customer relationships, drive adoption, and ensure customer satisfaction
• Strong problem-solving and analytical skills to identify customer pain points and deliver solutions
• Excellent communication and presentation skills, with the ability to convey complex security concepts in an easy-to-understand manner
• Highly organized with strong project management capabilities
• Ability to work independently while collaborating effectively with internal teams
• Passion for helping customers succeed and a proactive approach to relationship management
• Bachelor's degree in Cybersecurity, Computer Science, Business, or a related field (or equivalent experience)
• Familiarity with SIEM, EDR, SOAR, or other security technologies is a plus
• Certifications such as CISSP, CISM, or CSM (Certified Customer Success Manager) are a plus