Customer Support Specialist

About the Company: TENEX.AI is an AI-native, automation-first, built-for-scale Managed Detection and Response (MDR) provider. We are a force multiplier for defenders, helping organizations enhance their cybersecurity posture through advanced threat detection, rapid response, and continuous protection. Our team is composed of industry experts with deep experience in cybersecurity, automation, and AI-driven solutions. We’re a fast growing startup backed by industry experts and top tier investor Andreessen Horowitz. As an early employee, you’ll play a meaningful role in defining and building our culture. Get in on the ground floor. We’re a small but well-funded team that just raised a substantial round – joining now comes with limited risk and unlimited upside. We are rapidly growing and seeking top talent to join our mission of revolutionizing the cybersecurity landscape.

The Opportunity: Customer Success Specialist at TENEX, you will play a pivotal role in ensuring our customers achieve their security goals and derive maximum value from our platform and services. You will be the primary advocate for our customers, driving adoption, satisfaction, and long-term success, gaining valuable experience with the potential to become a TENEX Customer Success Manager.

Culture is one of the most important things at TENEX.AI—check out our culture deck at culture.tenex.ai to experience how we champion it, valuing the unmatched collaboration and community of in-person work while offering flexibility for the best of the best.

The ideal candidate will be able to work onsite at our HQ based in Sarasota, FL (Tampa Metro Area) or our Overland Park, KS (Kansas City Metro Area) location.

This role is for the extraordinary—the pinnacle 10x of 10x legends in any role— where we make exceptions to our in-person hiring to champion full remote, empowering you to conquer without boundaries while still inviting you to join our in-person energy from time to time. Please be aware that the competition for these remote roles is exceptionally fierce, and the standards for selection are significantly higher.

To be direct up front - If you’re looking at this position and you are not located in either of our physical locations, we strongly recommend you consider accepting one of our lucrative relocation packages to our epic hubs in Sarasota, Florida (outside Tampa), or Overland Park in the Kansas City metro—where trailblazers redefine cybersecurity with 10x impact!

In the Tampa Metro Area, you can break free from overly inflated cost of living sky-high taxes (like those of you trapped in California or New York) via our incredibly aggressive relocation packages, enjoying zero state income tax, boundless personal freedom, a pro-business surge, endless sunshine, and a pro-family haven in the master-planned Lakewood Ranch with elite amenities and vibes.

In the KC Metro Area, leverage those same powerhouse relocation perks for lower taxes, authentic Midwest values of integrity and community, and a supportive, family-oriented ecosystem for enduring wins.

Job 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.

• Support Customer Success Managers on key TENEX accounts

Required Skills & Qualifications

• Technical & Industry Expertise

  • 1+ years of experience in Customer Success, Account Management, or a related role in cybersecurity, SaaS, or MDR services.

  • Fundamental understanding of cybersecurity principles, threat detection, and incident response.

  • Familiarity with SIEM, EDR, SOAR, or other security technologies is a plus.

• Customer-Focused Skills

  • 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.

• Soft Skills

  • 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.

Education

• 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.

Why Join Us?

• 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.

• Competitive salary and benefits package.

• A culture of growth and development, with opportunities to expand your knowledge in AI, cybersecurity, and emerging technologies.

If you're passionate about combining cybersecurity expertise with artificial intelligence and have experience with Google SecOps and Chronicle, we encourage you to apply!