Manager, Customer Success Operations
HybridSarasota, Florida, United States or Overland Park, Kansas, United States
Job Summary
Define metric requirements and build dashboards as the single reporting owner across Customer Success, Rapid Deployment, and Professional Services. Own the Customer Success platform end-to-end, including evaluation, implementation, and administration of tools like Gainsight or Velaris. Operate the customer health-scoring model as a living system that automatically calculates scores and predicts renewal or churn. Build and run the CSAT and NPS programs, managing survey cadence and closed-loop follow-up to turn detractor signals into action. Operationalize the segmented coverage model and orchestrate the operating calendar for QBRs, staff meetings, and automated executive reviews.
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
- 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
- The ideal candidate will be able to work a hybrid in office schedule in our Overland Park, KS or Sarasota, FL office
- TENEX will offer a paid relocation package for those open to relocation to either location
Desired Qualifications
- 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
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