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Director, Customer Success EMEA

TENEX.AI· Customer Success
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RemoteFull-timePosted 2w ago

About the role

Senior Customer Success role responsible for owning key EMEA accounts, building and leading the regional CS team, and partnering with regional leadership to drive retention and expansion while aligning with global CS standards.

Responsibilities

  • Own the customer relationship (player): Personally own named strategic EMEA accounts as the senior CS point of contact, especially in the first ~90 days. Drive onboarding, adoption, value realization, and executive alignment for MDR engagements — the moments where CISOs form their durable impression of TENEX. Serve as the in-region escalation point and trusted advisor for security leaders across EMEA.
  • Build and lead the team (coach): Hire, onboard, and develop the EMEA CSM team, scaling the function from one (you) to a multi-person pod as the business grows. Run interview loops, build a bench in-region and in-time-zone, and set the local operating rhythm (QBRs, health reviews, escalation paths) in lockstep with the global CS framework.
  • Partner across the business: Act as the day-to-day CS partner to EMEA commercial leadership, contributing to account strategy, expansion planning, and regional go-to-market. Represent the voice of the EMEA customer back into global CS, product, and delivery. Partner with Project Management on onboarding delivery to protect time-to-value in-region.
  • Own the outcomes: Carry regional accountability for the metrics that matter: gross revenue retention (GRR), net revenue retention (NRR), and time-to-value. Translate TENEX's data-residency and compliance posture into clear, confident onboarding conversations with EMEA customers.

Qualifications

  • Deep background in MDR, managed security services, or a comparable high-touch B2B managed-services / SaaS environment.
  • A track record of scaling a customer success team from roughly 1 to 5+ people — you've built, not just inherited.
  • Demonstrated player-coach experience: credible carrying strategic accounts yourself and effective at hiring and developing a team.
  • Strong command of retention and expansion mechanics (GRR / NRR) and the operational levers behind them.
  • Executive presence with security leadership; comfortable being the senior in-region relationship owner for enterprise CISOs.
  • Native or near-native English.
  • Based in (or willing to relocate to) London, with the flexibility to work across EMEA time zones and maintain overlap with an AMER-based global team.

Skills

Required:Customer relationship managementTeam building and leadershipStrategic account managementGRR/NRR optimization

Benefits

  • Competitive salary and benefits package
  • A culture of growth and development, with opportunities to expand your knowledge in AI, cybersecurity, and emerging technologies
  • Opportunity to work with cutting-edge AI-driven cybersecurity technologies and Google SecOps solutions
Last updated Oct 8, 2026. Interested? Apply on the company site.

About TENEX.AI

10x Your Cyber Security With Ai

With a focus on precision and scalability, TENEX delivers comprehensive cyber security solutions that evolve with your organization.

cyber securityAI-drivenAutomationManaged Detection and ResponseThreat ManagementIncident ResponseSecurity Automation
Company profileWebsite

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