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ArmorCode Inc. · 6 hours ago

Director, Customer Success

United States

Full-time

Remote

Director/Executive

12+ years exp

ArmorCode is on a mission to supercharge security teams with its AI-powered ASPM platform. The Director, Customer Success is responsible for managing customer accounts, leading a team of Customer Success Managers and Engineers, and ensuring high customer retention and satisfaction through effective strategy and operational excellence.

Cyber SecurityInformation TechnologyNetwork SecuritySoftware

Responsibilities

Lead Retention & Growth Strategy: Drive the overall post-sales strategy, focused on maximizing NRR, securing timely renewals, and identifying significant upsell/cross-sell opportunities across the portfolio of accounts handled

Team Management: Directly manage and coach a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). Guide CSMs on effective renewal management, executive relationship building, and strategic Account Plan creation. Simultaneously, provide technical guidance to CSEs on platform configuration, workflow automation, and AppSec best practices

Manage Multi Level Relationship with Customers - Ensure multi level relationships are built with Customers, and level 1 grievances by senior stakeholders at Customers are addressed

Operational Excellence: Oversee all customer success activities, including deployment, adoption, defining success criteria, and executing a robust Quarterly Business Review (QBR) cadence

Risk Management & Health: Proactively monitor customer health scores, identify accounts at risk, and lead the development and execution of recovery plans to ensure sustained satisfaction and platform utilization

Customer Advocacy: Act as the voice of the customer, efficiently managing the feedback loop by prioritizing feature requests and escalating issues to Product and Engineering teams

Team Leadership & Development: Mentor team members, manage performance, and conduct weekly portfolio syncs focused on progress, alignment, and problem-solving to ensure a high-performing, self-sufficient unit

Qualification

Customer Success ManagementApplication SecurityVulnerability ManagementAI Tools ProficiencyCRM PlatformsRisk ManagementOperational ExcellenceProfessional CertificationsTeam Leadership

Required

Substantial experience (12+ years total, 5+ years managing a team) in a leadership role within a Security SaaS Customer Success environment

Strong knowledge of the Application Security and Vulnerability Management domain

Proven proficiency with AI tools and prior, hands-on experience utilizing CRM and Customer Success (CS) management platforms (e.g., Salesforce, Hubspot, Vitally, Gainsight, Totango, etc.)

Demonstrated ability to lead a team in a fast-paced, high-growth environment