ArmorCode Inc. - Director, Customer Success
Requirements
• Minimum 15+ years in Enterprise Customer Success, of which at least 10+ years are in a SaaS environment. • Proven experience in a customer success leadership role within the technology or cybersecurity industry, preferably with exposure to 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. • Demonstrated experience implementing AI approaches or AI-driven tooling (e.g., predictive analytics, automated workflows, LLM-assisted communication) within a Customer Success organization. • Strong executive presence and the ability to engage C-level stakeholders at Fortune 1000 companies. • Deep understanding of customer lifecycle management, renewal, and expansion motions, with a heavy focus on proactive strategies. • 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 creating scalable processes. • Bachelor's degree in Business, Computer Science, or a related field; Master's degree preferred. • A hands-on and entrepreneurial mindset, comfortable working in a startup/scale-up environment. • Data-driven leader with experience using CS platforms (Gainsight, Vitally, etc.). • Demonstrated success in upselling, driving customer growth, and achieving revenue targets. • Excellent interpersonal and communication skills, capable of engaging with stakeholders from diverse backgrounds. • Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights. • Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms). • Highly AI literate: Understands the capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context. • Personality Traits • Personality Traits • Detail-oriented and intellectually curious, with a natural instinct for building relationships. You operate as a true player-coach with a problem-solving mindset and strategic thinking, and you bring the resilience to manage conflict effectively. You possess an AI-first mindset, constantly seeking ways to augment human capabilities and optimize processes through technology.
Benefits
• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers. • Career Growth Opportunities: • Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle. • Work-Life Balance: • Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences. • Collaborative Environment: • Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment. • Employee Recognition: • Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team. • Comprehensive Benefits: Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves. • Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered. • Diversity and Inclusion: • Equal Opportunity • Equal Opportunity
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