Director, Customer Success

🕒 Outubro 23

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 10%

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ArmorCode Inc.

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2020

🔒 Cibersegurança

🏢 Corporativo

Cybersecurity • Enterprise • Software

A ArmorCode Inc. é uma empresa que oferece uma plataforma de Gerenciamento de Postura de Segurança de Aplicações (ASPM) impulsionada por inteligência artificial, focada em melhorar a segurança de aplicações e o gerenciamento de vulnerabilidades. Sua plataforma integra-se perfeitamente ao fluxo de trabalho DevSecOps, permitindo que as organizações identifiquem, articulem e solucionem riscos críticos de segurança em código, nuvem, aplicações e infraestrutura. Com funcionalidades como gerenciamento de vulnerabilidades baseado em risco e segurança da cadeia de suprimentos de software, a ArmorCode auxilia empresas na automação de processos de segurança e proporciona uma visão abrangente sobre a postura de segurança de suas aplicações.

Descrição

• Own the end-to-end customer journey for enterprise security customers from onboarding and adoption through renewal, expansion, and advocacy • Lead the global Customer Success organization spanning the US and India • Set customer success strategy, playbooks, KPIs, and operational rigor • Own and improve GRR and NRR; partner with Sales on expansion and renewal strategy • Establish C-level engagement frameworks and proactive customer engagement strategies • Own global Customer Success strategy and operations, including responsiveness, resolution times, customer satisfaction, SLAs, backlog management, and scalable support models • Build escalation paths across Support, Engineering, and Customer Success • Analyze support tickets to identify systemic issues and inform Product and Customer Success • Develop scalable onboarding, adoption, training, and customer communication programs • Drive feature adoption and release planning with Engineering and Product • Define adoption metrics and dashboards; use customer data and analytics to monitor behavior, usage, and satisfaction • Lead proactive adoption campaigns using predictive modeling and AI-driven alerts to mitigate churn risks • Build customer advocacy programs, advisory boards, case studies, references, and peer communities • Represent the customer voice to executive leadership and influence product, sales, and marketing strategy • Partner with Product, Engineering, Finance, and Marketing on roadmap priorities, revenue forecasting, and advocacy • Lead and enable the US and India Customer Success team • Create repeatable processes for enterprise account management, QBRs, and executive engagement • Champion AI-first practices and enable CSMs to use AI tools and methodologies

🎯 Requisitos

• Minimum 15+ years in Enterprise Customer Success, including at least 10+ years in a SaaS environment • Proven customer success leadership experience in the technology or cybersecurity industry • Experience with 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 • Experience implementing AI approaches or AI-driven tooling within a Customer Success organization • Strong executive presence and ability to engage C-level stakeholders at Fortune 1000 companies • Deep understanding of customer lifecycle management, renewal, and expansion motions • 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 scalable processes • Bachelor's degree in Business, Computer Science, or a related field • Experience using CS platforms such as Gainsight and Vitally • Success in upselling, customer growth, and achieving revenue targets • Strong analytical skills and ability to derive actionable insights from data • Understanding of customer success operations tooling, including Gainsight, Vitally, Salesforce, and AI-driven adoption platforms • Practical knowledge of generative AI and machine learning in a B2B SaaS context • Hands-on, entrepreneurial mindset suitable for a startup/scale-up environment

🏖️ Benefícios

• Career progression paths and promotion-from-within opportunities • Flexible hours • Remote work options • Collaborative and inclusive workplace culture • Employee recognition through awards, employee of the month programs, and other acknowledgment • Performance-based bonuses • Health insurance for employees and dependents • Learning, skilling, and continuous upskilling support • Diversity and inclusion commitment

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