Director, Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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ArmorCode Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🔒 Cybersecurity

🏢 Enterprise

Cybersecurity • Enterprise • Software

ArmorCode Inc. is a company that provides an AI-powered Application Security Posture Management (ASPM) platform, focused on improving application security and vulnerability management. Their platform integrates seamlessly into the DevSecOps workflow, allowing organizations to identify, articulate, and remediate critical security risks across code, cloud, applications, and infrastructure. With features like risk-based vulnerability management and software supply chain security, ArmorCode helps businesses automate security processes and gain comprehensive visibility into their application security posture.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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