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Aug 28, 2024

VP, Global Customer Success

United States

Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better. Ok, so what exactly does Armis do? Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cyber criminals. Armis gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. We have partnerships and integrations with the planet’s leading tech and cybersecurity players. And we’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries and proven game changers who are ready to take Armis to the next level.
Position Overview:   The VP of Global Customer Success owns the entire book of active Armis customers 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 traditional methods of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). 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.   What you will do:  
  • Help facilitate an orderly transition from 2 separate success functions to a single aligned team. Re-orient Success focus from Deployment + Value Realization to a more concentrated focus on the Value Realization from business personas/users of Armis as we simultaneously build and evolve implementation services through Partners enabled by our own Delivery Assurance function.
  • Own and refine the Customer Journey reinforcing awareness, tracking, and measurement across all stakeholder groups
  • Lead cross-functional efforts to evaluate post-sales Success Levels (customer segmentation), define engagement & capacity models to ensure quality 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 Customer Marketing team to nurture the 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 Renewal team on joint forecast for forward looking Gross Renewal Performance
  • Govern the Feature Request process to ensure right priorities are established with Product representing the critical and high business needs within the customer base
  • Partner with Digital Experience team to evolve the Customer Journey via online community, digital campaigns, and in product experiences to scale capabilities across all customer segments
  • Define and evolve the Success interaction model with customers who are also using Partner-led deployment, management, and/or value add services.
  • Steward team of post-sales "Experts" to define and keep evergreen best practices for Armis adoption by solution domain (IT, OT, Medical) as well as platform suite (Centrix, Actionable Threat Intelligence, Vulnerability Prioritization & Remediation).
  • Evolve best practices for value delivery (e.g., contact / persona mapping, internal strategy reviews / shared account plans, regular value updates, executive business reviews, etc.)
  • Refine and evolve programs to measure 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 GTM organization and executive leadership
  • Sponsor the semi-annual Net Promoter Score process collecting and assimilating customer feedback into actionable next steps aligned to the Voice of the Customer.
  • Represent Customer Success at important events such as Customer Advisory Board, major Industry or Armis events as required
  • 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.
  What we expect:  
  • Minimum of 10-15 years of leadership experience in Customer Success or a related post-sales role
  • Demonstrated ability to lead strategic initiatives and drive organizational transformation, particularly in aligning multiple teams and functions
  • Experience in building and refining Customer Journeys, segmentation, and engagement models
  • Strong ability to collaborate with Sales, Product, Marketing and other cross-functional teams to drive customer value and business outcomes
  • Experience in leading cross-functional initiatives and fostering a cohesive go-to-market (GTM) strategy
  • Deep understanding of customer needs, with a focus on driving value realization and adoption across various customer personas and segment
  • Experience in managing Customer Health programs, including Health Scores, NPS, and risk management processes
  • Strong analytical skills with the ability to leverage data and metrics to drive decision-making and measure success
  • Experience in defining and evolving programs that measure customer success and impact
  • Expertise in leading teams through significant transitions, including the integration of new services, processes, or partner models
  • Experience in representing the Customer Success function at industry events and customer forums
  • Proven ability to develop and mentor high-performing teams, fostering a culture of continuous improvement and professional growth
  • Strong understanding of cybersecurity solutions, including IT, OT, and medical environments - an advantage

Salary range guidance for this position is: $200,000-$280,000 per year.

The salary range listed does not include other forms of compensation or benefits (e.g. i.e. bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.

   
The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity. Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization. Please click here to review our privacy practices.
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