[Hiring] Director, Customer Success @ArmorCode

Role Description

As Director, Customer Success, you will own the end-to-end customer journey for ArmorCode's enterprise security customers — from onboarding and adoption through renewal, expansion, and advocacy. You'll lead a global organization spanning Customer Success (US and India), setting the strategy, playbooks, and operational rigor that turn customers into long-term partners and champions of the ArmorCode platform. You will bring an AI-first mindset to the role, leveraging automation and AI-driven insights to proactively engage customers, accelerate adoption, and uncover expansion opportunities.

This is a hands-on leadership role for someone who thrives in a fast-moving, scale-up environment and is equally comfortable setting strategy with the C-suite and rolling up their sleeves on the details that drive GRR, NRR, and customer trust.

Qualifications

• Minimum 15+ years in Enterprise Customer Success, of which at least 10+ years are in a SaaS environment.
• Proven experience in a customer success leadership role within the technology or cybersecurity industry, preferably with exposure to large enterprise accounts and complex customer landscapes.
• Experience managing Customer Success or similar organizations in an enterprise SaaS environment.
• Experience scaling CS organizations in $25M–$100M ARR companies.
• Proven success driving GRR and NRR in enterprise SaaS with ACVs greater than $100K.
• Demonstrated experience implementing AI approaches or AI-driven tooling (e.g., predictive analytics, automated workflows, LLM-assisted communication) within a Customer Success organization.
• Strong executive presence and the ability to engage C-level stakeholders at Fortune 1000 companies.
• Deep understanding of customer lifecycle management, renewal, and expansion motions, with a heavy focus on proactive strategies.
• Strong process optimization and operational rigor across customer engagement workflows, escalation processes, knowledge base, and self-service adoption strategy.
• Track record of building high-performing teams and creating scalable processes.
• Bachelor's degree in Business, Computer Science, or a related field; Master's degree preferred.

Requirements

• A hands-on and entrepreneurial mindset, comfortable working in a startup/scale-up environment.
• Data-driven leader with experience using CS platforms (Gainsight, Vitally, etc.).
• Demonstrated success in upselling, driving customer growth, and achieving revenue targets.
• Excellent interpersonal and communication skills, capable of engaging with stakeholders from diverse backgrounds.
• Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
• Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms).
• Highly AI literate: Understands the capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context.

Benefits

• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers.
• Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle.
• Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences.
• Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.
• Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team.
• Comprehensive Benefits: Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves.
• Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered.