Hybrid Customer Success Manager

at TENEX.AI

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cyber Security
• Location requirements: Hybrid, Sarasota, United States

About the role

• Customer Success Manager at TENEX acting as a trusted advisor for customers' cybersecurity needs. Driving engagement, retention, and success in leveraging the MDR platform.

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.
• Familiarity with SIEM, EDR, SOAR, or other security technologies is a plus.
• 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).
• Certifications such as CISSP, CISM, or CSM (Certified Customer Success Manager) are a plus.

Benefits

• Competitive salary and benefits package
• Opportunity to work with cutting-edge AI-driven cybersecurity technologies and Google SecOps solutions
• Collaborate with a talented and innovative team focused on continuously improving security operations
• A culture of growth and development, with opportunities to expand your knowledge in AI, cybersecurity, and emerging technologies