Scaling Our Vision for Customer Success
Ryan Swigler has a simple philosophy about customer success: the only metric that matters is whether the customer is winning, and whether they know it.
It’s a philosophy forged over nearly two decades in SaaS, including almost nine years at Okta where Ryan rose to Vice President overseeing approximately $2 billion in annual recurring revenue and leading teams of up to 250 professionals. During that tenure, his organization consistently delivered 110%+ net retention, not because the product sold itself, but because Ryan built the systems, the culture, and the talent to make customer success a revenue engine rather than a cost center.
What makes Ryan distinctive isn’t just the scale. It’s the range. He’s a zero-to-one builder, someone who has started CS functions from scratch, designed frameworks from the ground up, and hired for potential as much as pedigree. He pioneered a Scaled Customer Success model at Okta that delivered 30% program-level ROI, proving that efficiency and intimacy aren’t mutually exclusive when the right systems are in place. He’s also someone who has operated at enterprise scale, managing global teams, complex accounts, and the kind of executive relationships that determine whether a customer renews, expands, or walks.
“The opportunity is clear: TENEX has developed a truly effective service. My responsibility is to ensure every customer recognizes this, not just through traditional metrics like dashboards and QBRs, but through tangible, board-level outcomes. This focus on verifiable results is the only measure of success.
“TENEX.ai gives us the foundation to build a customer experience where every interaction is backed by data, every outcome is measurable, and every customer knows exactly what they’re getting. That’s the CS function I’m here to build.”
— Ryan Swigler, Vice President of Customer Success, TENEX
What We Are Building
The playbook is straightforward but ambitious:
- Proactive, not reactive. Customers shouldn’t have to chase us for updates. We should be surfacing insights, sharing outcomes, and identifying opportunities before they ask.
- Measurable outcomes. Every customer should be able to point to specific, quantifiable improvements in their security posture, reduction in alert noise, faster response times, threats caught that would have been missed.
- Human relationships at scale. AI makes our analysts more efficient. It should make our CS team more effective too by automating the routine so we can invest time in the conversations that matter.
- Expansion through trust. The best sales motion in cybersecurity is a customer who trusts you enough to give you more. That trust is earned, not given.
At TENEX.ai, Ryan will own the end-to-end customer journey, from onboarding to enterprise-wide expansion, with a mandate to make every customer outcome undeniable. In a market where security vendors routinely overpromise and underdeliver, that mandate matters. TENEX has the platform and Ryan has the playbook, and together the goal is simple: make sure every customer is winning, and make sure they know it.
Ryan Swigler is Vice President of Customer Success at TENEX
Tenex.ai is an AI-Native, Human-Led managed detection and response company. Learn more at Tenex.AI .