Tenex
Manager, Customer Success Operations
Sarasota, FL HQ, Remote. Posted 3 months ago
The role
The Manager, Customer Success Operations owns the operating system for the post-sales organization. This person will build and manage reporting, dashboards, the Customer Success platform, and health-scoring models.
What you will do
- Serve as the single reporting owner across the post-sales organization
- Define metric requirements and build dashboards for post-sales performance
- Maintain core portfolio views including GRR/NRR, renewal trends, and health distribution
- Own the Customer Success platform from evaluation through administration
- Operationalize frameworks like health scoring and lifecycle stages inside the tool
- Own the CS-relevant Salesforce data model and data quality
- Own the customer health-scoring model and its scoring logic
- Build and run the CSAT program and relationship-level NPS motion
- Own the infrastructure and standards for customer communications
- Operationalize the segmented coverage model and capacity planning
Required qualifications
- 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
- Track record of building operational infrastructure in a scaling organization
- Strong analytical and data fluency
- Strong Salesforce data and administration fluency
- Fluency in core CS metrics (GRR, NRR, health scoring, segmentation, renewal motions)
Nice to have
- 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
- Prior involvement in comp plan design or administration
Benefits
- Paid relocation package for those open to relocation
About the company
TENEX is an AI-native, automation-first, built-for-scale Managed Detection and Response (MDR) provider. They are a fast growing startup backed by industry experts and top tier investors.