Senior Customer Success Manager

North America

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.

Location: This is a remote position and we are considering candidates from any major hub in the Western time zones


We are looking for a Customer Success Manager’s (CSM) to join our growing Customer Success Team, who are a key in helping our valued customers achieve their strategic objectives and obtain maximum maximum value from their investment in Armis. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations and, capabilities, and match these to the clients’ business goals, while also identifying revenue opportunities. The CSM serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others.

Responsibilities :

  • Manage a portfolio of up to 12 enterprise accounts throughout their lifecycle with Armis.

  • Build strong customer relationships by engaging early as the customer transitions from POV to deployment. Work with customer and Armis account team to define success plan and strategy to meet customer’s objectives. Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.

  • Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.

  • Deliver quarterly executive level briefings to each customer, articulating value and aligning with customer objectives.

  • Measure and monitor customer’s achievement of critical and key performance indicators, reporting both internally to Armis account team and externally to account sponsors and executives.

  • Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.

  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status.

  • Leverage Gainsight to track account activity, health score, risk, and other critical metrics.

  • Maintain current functional and technical knowledge of the Armis platform and future products.

 

Min Requirements:

  • 7+ years experience in a related function with direct customer advocacy and engagement experience in post-sales, professional services or client management functions, ideally in Customer Success.
  • 2+ years experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization and working with large enterprise accounts.

You also... 

  • Possess exceptional verbal, written, social, presentation, and interpersonal skills.
  • Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.
  • Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.
  • Ability to manage multiple priorities while delivering consistent outcomes.
  • Prior experience conducting QBR's to customers and discussing pros and cons of implementing various solutions/technologies and their business value.
  • Knowledge of enterprise IT/IoT infrastructures and configuration, including support and security operations.
  • CISM, CISA, CISSP are helpful.

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.

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