[Hiring] Senior Director, Customer Success @Armis Security

Role Description

The Senior Director of Customer Success, Americas, owns the book of active Armis customers within their region with a focus on:

• Value realization
• Expansion of adoption and usage
• Overall customer sentiment towards Armis

Business impact will be measured by high-level enterprise outcomes, focusing on:

• Sustained revenue retention
• Strategic account growth
• Comprehensive lifecycle success

Additionally, forward-looking measures of account health, license utilization, and customer sentiment will be instrumented to help keep the business on the right track.

What You Will Do:

• Drive the "1+1=3" strategic narrative across the Customer Success organization to maximize value realization from the shift into ServiceNow.
• Govern critical cross-functional processes, such as Feature Requests with the integrated Product team and "At Risk" playbooks across the GTM organization.
• Define and evolve the Success interaction model and partner ecosystem to align with the broader organizational and operational scale.
• Oversee the successful personnel integration into the new ServiceNow environment and organizational designs.
• Re-orient Success focus from Deployment + Value Realization to a more concentrated focus on the Value Realization from business personas/users of Armis.
• Ensure tracking and managing customers relative to a mutually defined Customer Journey.
• Manage business in alignment with Success Levels ensuring appropriate capacity, success delivery, and business efficiency.
• Strengthen the relationship with Sales to foster a cohesive GTM team ensuring appropriate partnership across the entire customer lifecycle and appropriate identification of customer expansion opportunities.
• Work with the Customer Marketing team to nurture ongoing advocacy initiatives (e.g., case studies, references, peer reviews) and identify opportunities for cross-sell and up-sell marketing.
• Align with the Renewal team on a joint forecast for forward-looking Gross Renewal Performance.
• Govern the Feature Request process to ensure the right priorities are established with Product representing the critical and high business needs within the customer base.
• Leverage and reinforce available digital experiences to improve customer experience, reinforce community efforts, and contribute ideas back to the digital experience team.
• Define and evolve the Success interaction model with customers who are also using Partner-led deployment, management, and/or value-add services.
• Govern the usage of post-sales "Experts" as needed to support the existing team in efforts requiring additional life-line support, and ensure the team is appropriately trained and skilled in existing enablement.
• Implement and measure best practices for value delivery (e.g., contact/persona mapping, internal strategy reviews/shared account plans, regular value updates, executive business reviews, etc.).
• Monitor and promote customer adoption and health (e.g., Health Score, Tripwires, etc.) to maximize awareness and proactivity within the team.
• Manage the "At Risk" process, ensure playbooks exist and are followed for most common risk areas, and appropriate awareness is fostered across the GTM organization and executive leadership.
• Support the semi-annual Net Promoter Score process, collecting and assimilating customer feedback into actionable next steps aligned to the Voice of the Customer.
• Serve as Exec Sponsor for appropriate key customers within the region, and ensure all key customers are adequately supported.
• Reinforce the career model and professional development for the team, ensuring they have the required Armis platform knowledge, solution domain expertise, and soft skills required for success.

Qualifications

• Experience scaling organizations to 300 million+ ARR.
• Minimum of 8-12 years of experience in Customer Success, Account Management, or a related post-sales role, preferably within the technology or cybersecurity industry.
• Proven track record of managing a regional customer success function, with responsibility for customer retention, expansion, and overall satisfaction.
• Experience in leading and developing high-performing Customer Success teams, with a focus on mentoring and professional development.
• Ability to manage teams through periods of change, particularly in transitioning and aligning teams with a unified focus.
• Deep understanding of the customer lifecycle, with a focus on value realization, adoption, and usage expansion.
• Proven ability to drive positive customer sentiment and influence key customer outcomes, including overarching revenue retention and strategic account expansion.
• Experience working closely with Sales, Product, and Marketing teams to ensure alignment on customer goals and expansion opportunities.
• Proven capacity to steer organizational focus toward proactive management by monitoring customer engagement, product adoption, and business integration.
• Demonstrated ability to deploy predictive health signals and early warning systems to drive proactive account intervention and mitigate business risk.
• Ability to manage the Customer Journey in line with Success Levels, ensuring capacity and efficiency in customer delivery.
• Strong analytical skills with experience in monitoring customer adoption health metrics and forward-looking indicators.
• Proven ability to work cross-functionally, particularly in strengthening relationships with Sales and Renewal teams, and managing the Feature Request process with Product.
• Experience in managing and deploying post-sales "Experts" to support customer needs and reinforce team capabilities.
• Experience in managing the "At Risk" process, including the development and enforcement of playbooks for common risk areas.
• Excellent communication skills with the ability to serve as an Executive Sponsor for key customers within the region.
• Experience representing Customer Success at regional events and customer forums.
• Commitment to reinforcing the career model and professional development within the team.
• Ability to regularly travel within North America to meet with clients and team members as required (40%).

Salary

Salary range guidance for this position is: $220,000 - 300,000. The salary range listed does not include other forms of compensation or benefits (e.g., bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates.

Benefits

• Comprehensive health benefits
• Discretionary time off
• Paid holidays including monthly me days
• Highly inclusive and diverse workplace

Company Description

Armis is a privately held company headquartered in California, protecting the entire attack surface and managing an organization’s cyber risk exposure in real time.