Director, Customer Success

ArmorCode Inc. • New York, NY

11h

About The Position

The Director, Customer Success owns the end-to-end customer journey for ArmorCode’s enterprise security customers, from onboarding and adoption through renewal, expansion, and advocacy. The role leads a global Customer Success organization spanning the US and India and sets the strategy, playbooks, and operating practices that help customers become long-term partners and advocates. An AI-first approach is central to the position, including use of automation and AI-driven insights to engage customers proactively, accelerate adoption, and identify expansion opportunities.

This is a hands-on leadership role in a fast-moving scale-up environment. The Director balances executive-level strategy with operational execution, focusing on gross and net revenue retention, customer trust, and customer outcomes. Responsibilities include improving customer retention and growth; defining global success and support operations, service levels, and escalation processes; creating scalable onboarding, training, and adoption programs; monitoring product usage and customer health; and developing customer advocacy and community programs.

The Director serves as the voice of the customer and works closely with Sales, Product, Engineering, Finance, and Marketing on renewals, expansion, roadmap priorities, revenue forecasting, and advocacy. The role also builds and develops a distributed team, establishes repeatable enterprise account-management and executive-engagement practices, and enables team members to use AI tools and methods effectively.

Requirements

• At least 15 years of Enterprise Customer Success experience, including at least 10 years in a SaaS environment.
• Customer Success leadership experience in technology or cybersecurity, preferably with large enterprise accounts and complex customer environments.
• Experience managing Customer Success or similar organizations in an enterprise SaaS environment.
• Experience scaling Customer Success organizations in companies with $25M–$100M ARR.
• Demonstrated success driving GRR and NRR in enterprise SaaS, with ACVs greater than $100K.
• Experience implementing AI approaches or AI-driven tools within a Customer Success organization, such as predictive analytics, automated workflows, or LLM-assisted communication.
• Strong executive presence and ability to engage C-level stakeholders at Fortune 1000 companies.
• Deep understanding of customer lifecycle management, renewals, and expansion, with a strong focus on proactive strategies.
• Strong process optimization and operational rigor across customer engagement workflows, escalation processes, knowledge bases, and self-service adoption.
• Track record of building high-performing teams and scalable processes.
• Bachelor’s degree in Business, Computer Science, or a related field.
• Hands-on, entrepreneurial mindset and comfort working in a startup or scale-up environment.
• Data-driven leadership experience using Customer Success platforms such as Gainsight or Vitally.
• Demonstrated success in upselling, driving customer growth, and achieving revenue targets.
• Excellent interpersonal and communication skills, including the ability to engage stakeholders from diverse backgrounds.
• Strong analytical skills, including the ability to identify data patterns and derive actionable insights.
• Understanding of Customer Success operations tools, including Gainsight, Vitally, Salesforce, and AI-driven adoption platforms.
• High AI literacy, including understanding generative AI and machine learning capabilities, limitations, and practical applications in B2B SaaS.
• Detail-oriented, intellectually curious relationship builder with a player-coach approach, problem-solving mindset, strategic thinking, and resilience in managing conflict.

Nice To Haves

• Master’s degree preferred.
• Exposure to large enterprise accounts and complex customer landscapes in the technology or cybersecurity industry.

Responsibilities

• Own and improve gross revenue retention (GRR) and net revenue retention (NRR), establishing playbooks and KPIs.
• Partner with Sales on renewal and expansion strategy, including upsell and cross-sell motions.
• Design proactive engagement strategies to identify expansion opportunities early in the customer lifecycle.
• Establish C-level engagement frameworks so customers view ArmorCode as a strategic partner.
• Own global Customer Success strategy and operations, including responsiveness, resolution times, and customer satisfaction.
• Define and track service-level metrics for first response, time to resolution, and backlog management, and ensure performance meets or exceeds benchmarks.
• Implement scalable support models, including tiered support, self-service, knowledge bases, and AI or automation.
• Build escalation paths that support collaboration among Support, Engineering, and Customer Success.
• Analyze support tickets to identify systemic issues and share insights with Product and Customer Success; improve ticket-resolution efficiency and turnaround time.
• Develop scalable onboarding and adoption programs that accelerate time-to-value and deepen product usage.
• Develop the customer training and adoption strategy.
• Create a product communication cadence that informs customers about product updates, cybersecurity trends, and industry insights.
• Drive adoption of new features and manage release planning with Engineering and Product.
• Define adoption-health metrics and dashboards; use customer data and analytics to assess behavior, usage patterns, and satisfaction.
• Lead proactive adoption campaigns using predictive modeling and AI-driven alerts to intervene before churn risks arise.
• Build customer advocacy programs, including advisory boards, case studies, references, and peer communities.
• Develop customers into industry champions and references for sales opportunities.
• Represent the voice of the customer to executive leadership and influence Product, Sales, and Marketing strategy.
• Partner with Product and Engineering to influence roadmap priorities based on customer needs, adoption blockers, support analytics, and customer feedback.
• Work with Finance to forecast retention and expansion revenue and with Marketing on advocacy.
• Lead Customer Success team members in the US and India and foster a motivated, collaborative, connected team across locations.
• Create repeatable processes for enterprise account management, quarterly business reviews (QBRs), and executive engagement.
• Champion an AI-first mindset across the team and train and enable CSMs to use AI tools and methodologies to improve efficiency and customer outcomes.

Benefits

• Career progression paths and promotion-from-within opportunities.
• Flexible hours and remote work options.
• Collaborative and inclusive workplace culture.
• Employee recognition through awards, employee-of-the-month programs, and other acknowledgment.
• Competitive salaries and performance-based bonuses.
• Health insurance for employees and dependents.
• Learning and skilling support to help employees continuously upskill.
• Commitment to diversity and inclusion.

What This Job Offers

• Job Type: Full-time
• Career Level: Director