Director, Customer Success EMEA

About the role

This is a build role for an experienced operator to serve as the first Customer Success hire in EMEA. You will initially manage strategic accounts personally before hiring, coaching, and scaling a regional team. You will partner with commercial leadership to drive retention and expansion outcomes while representing the voice of the customer.

Responsibilities

• Personally own named strategic EMEA accounts as the senior CS point of contact.
• Drive onboarding, adoption, value realization, and executive alignment for MDR engagements.
• Serve as the in-region escalation point and trusted advisor for security leaders.
• Hire, onboard, and develop the EMEA CSM team, scaling the function as the business grows.
• Set the local operating rhythm including QBRs, health reviews, and escalation paths.
• Partner with EMEA commercial leadership on account strategy and regional go-to-market.
• Represent the voice of the EMEA customer back into global CS, product, and delivery.

Required skills

• Customer Success
• MDR
• Managed security services
• SaaS
• Team scaling
• GRR
• NRR
• Executive presence

Nice to have

• GDPR
• Data-residency
• Google SecOps
• European languages

Qualifications

• Deep background in MDR, managed security services, or a comparable high-touch B2B managed-services / SaaS environment
• Track record of scaling a customer success team from roughly 1 to 5+ people
• Demonstrated player-coach experience
• Native or near-native English

Benefits

• Competitive salary
• Benefits package

About the Company

TENEX is an AI-native, automation-first, built-for-scale Managed Detection and Response (MDR) provider. The company is a fast-growing startup backed by industry experts and top-tier investors including Andreessen Horowitz, Crosspoint Capital Partners, and Shield Capital.