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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, 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.

• 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 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.

• 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 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.

• 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.

• 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.

• 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."

• 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.

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; and steadily increasing operating leverage — faster reporting cycles and broader automation — as the portfolio grows.