Director, Customer Success Management – West

SF Bay Area

Description

Location: This is a remote positions and we are considering candidates from any major hub in the PST or MST time zone

Armis is making a major dent in the cybersecurity market. Joining the Armis family means working with dedicated individuals on a mission to enable large organizations to benefit from the latest connected devices without fear of compromise from a cyber attack. Armis is the leading agentless device security platform purpose-built to protect the world of unmanaged and IoT devices - providing passive, real-time, and continuous asset inventory, risk management, and detection & response to prevent cyber attacks from disrupting and compromising a business.

Armis has grown by 50% YoY and we want to be the best IoT Security SaaS firm in the World. We currently have a valuation of $2 Billion and plan to go Public with the view of being the leader in IoT Security and Visibility. With our record breaking year in revenue and growth, we are on track to do this. At Armis, we promote a diverse, global and entrepreneurial culture which we are proud of.

Director, Customer Success West

The Customer Success Management team is key in ensuring the success of Armis customers globally. We pride ourselves as we help our customers fully leverage the power of Armis platform to address their security needs while driving operational success. We are looking for a strong and motivated leader to run the US West CSM team focused on ensuring that Armis customers achieve their strategic objectives and maximum value from their investment in Armis. The CSM Team serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Solution Architects, Training and Enablement and others.

The ideal candidate is a seasoned leader with a proven track record of leading Customer Success & Services/Support teams in a fast-pace and growth startup / enterprise software company, preferably in the security space.

The candidate should have the ability to translate complex technical issues into tangible solutions. The individual enjoys working hard, is dedicated to exceeding expectations and driving a similar mindset across the team, is highly technically skilled and has excellent collaboration skills, and is able to learn new technologies quickly.

Success in this role requires:

  • Leading, building and scaling the customer success team, while coaching and mentoring individuals.
  • Develop strong internal partnerships with customer success, product management, engineering, sales, and marketing to assure that services are seamlessly delivered in an integrated, aligned, and collaborative manner to produce business outcomes that positively impact onboarding, adoption, and retention.
  • Own the executive level customer relationships for services and collaborate with sales on negotiations, and communication for all new and existing customers in the US West region.
  • Manage capacity, capability, and availability to ensure resource allocation meets aggressive growth business commitments.
  • Establish operating practices to address scalability, working closely to develop hand-offs and cross functional interfaces (e.g., sales, products, support) and customers across the life cycle of the engagement
  • Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities, while shortening the customer onboarding time
  • Passion for developing teams and providing leadership to both formal and indirect reports.
  • Demonstrated communication and facilitation skills, proven track record of building relationships with senior stakeholders, and ability to handle multiple priorities.
  • Ability to translate complex technical issues into tangible solutions.

Requirements

  • B.S in IT, IS, CS, MIS or equivalent degree
  • 10+ years’ relevant experience in leading Customer Success / Services organizations
  • Experience working in the SaaS industry, preferably in the Cyber Security space
  • Prior experience in running client delivery functions including project management and project governance models that results in high customer satisfaction.
  • The desire and ability to roll up your sleeves and get into the trenches on a regular, ongoing basis.
  • Experience identifying and implementing industry best practices, tools, systems and strategies to build a world class customer experience and provide exceptional ROI metrics on the investments.
  • A demonstrated desire to partner with executives in peer positions to create Customer Success strategies that are aligned with the overall company strategy and revenue targets.
  • A collaborative approach at the executive and team level, working closely with Sales on opportunities and a smooth, seamless handoff to Customer Success
  • A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes.
  • Experience in a network engineering, architecture, support, or network design capacity (advantage)
  • Knowledge of IoT and security technologies and best practices (advantage).

What we offer:

We offer comprehensive health benefits, flexible time off, an inclusive and balanced workplace, and an environment where you can grow, be an impact player, and thrive!

We value diversity and freethinkers and are proud to be an equal opportunity employer. We do not 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 status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization to work in the United States.  

About Armis:

Armis is the leading agentless, enterprise-class device security platform, designed to protect organizations from cyberthreats created by the onslaught of unmanaged and IoT devices. Fortune 1000 companies trust our real-time and continuous protection to see and control all managed, unmanaged, un-agentable and IoT devices – from traditional devices like laptops and smartphones to new smart devices like smart TVs, webcams, printers, HVAC systems, industrial control systems and PLCs, medical devices and more. Armis provides passive and unparalleled asset inventory, risk management, and detection & response. Armis has the world’s largest Device Knowledgebase, tracking over 280M devices, tracking device behavior, connections, and history. Armis is a privately held company and headquartered in Palo Alto, California.

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