About the RoleThe 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.
Where a Customer Success Manager owns the customer relationship and an Engagement Manager owns a scoped engagement, the CS Operations Manager owns the machine: the reporting and dashboards leadership runs on, the Customer Success platform the team works in every day, the health-scoring model, the survey programs that tell us how we're doing, and the systems that keep our data trustworthy. It's a builder-operator role - you'll define requirements, build or configure the system, roll it out, and then own it in production.
This is a foundational, highly cross-functional role. You'll partner across Customer Success, RevOps, 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.
What You'll DoReporting, Analytics & Business Insight- 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.
Customer Success Platform & Data Systems- 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 RevOps, 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.
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 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.
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 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.
Customer Communications- 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.
Planning, Renewals & Operating Rhythm- 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 RevOps.
- Orchestrate the operating calendar - QBR/EBR support, the staff-meeting data pack, and automated executive review inputs.
- Build and own the automation layer that keeps operational leverage compounding as the organization scales.
What We're Looking ForBackground- 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 actually drive decisions.
Disposition- A builder-operator who can go from a blank page to an operational system and then run it.
- A 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- 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 MeasuredA 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; and steadily increasing operating leverage - faster reporting cycles and broader automation - as the portfolio grows.
