Sr. Director, Customer Success

Armis Security•San Francisco, CA

3d•Onsite

About The Position

Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7. Armis is a privately held company headquartered in California. About the Role & Our Next Chapter As Armis officially integrates and aligns with the broader ServiceNow organization, we are entering an unprecedented and exciting new phase of global expansion. By bringing together Armis's industry-leading capabilities with ServiceNow's massive operational scale, we are evolving our organizational design to better support strategic geographies and verticals. As our organization rapidly expands during this acquisition, we are thrilled to add key leaders to our team to help champion this transformation. We are looking for a strategic, forward-thinking leader to guide our success teams and deliver extraordinary value to our customers during this dynamic new chapter. Position Overview The Senior Director of Customer Success, Americas, owns the book of active Armis customers within their region with a focus on (1) value realization, (2) expansion of adoption and usage, and (3) the overall customer sentiment towards Armis. Business impact will be measured by high-level enterprise outcomes, focusing on sustained revenue retention, strategic account growth, and comprehensive lifecycle success. In addition, forward-looking measures of account health, license utilization, and customer sentiment will be instrumented to help keep the business on the right track.

Requirements

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, rather than solely reacting to revenue outcomes.
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, and fostering awareness across the GTM org and executive leadership.
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.

Nice To Haves

Ability to regularly travel within North America to meet with clients and team members as required (40%)

Responsibilities

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, while simultaneously building and evolving implementation services through Partners and Services.
Ensure we are 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) as well as help 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.