Senior Director of Customer Success, Americas

Senior Director of Customer Success, Americas

Location: This is a 100% remote position and we are considering candidates from any major city in the USA

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 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.

• Ensure we are tacking 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 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
• Leverage and reinforce available digital experiences to improve customer experience, reinforce community efforts, and contribute ideas back to 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 usage of post-sales "Experts" as needed to support existing team in efforts requiring additional life-line support + ensure 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 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 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.

What we expect:

• 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, such as GRR and NRR
• Experience in working closely with Sales, Product, and Marketing teams to ensure alignment on customer goals and expansion opportunities
• 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 such as Health Scores and Tripwires
• Ability to leverage data to inform decision-making and drive customer success initiatives
• 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 collaborating with the Digital Experience team to enhance customer interactions through digital channels
• 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
• Ability to foster awareness of potential risks across the GTM organization and executive leadership
• Excellent communication skills with the ability to serve as an Executive Sponsor for key customers within the region
• Experience in representing Customer Success at regional events and customer forums
• Commitment to reinforcing the career model and professional development within the team, ensuring they have the necessary platform knowledge, solution expertise, and soft skills for success
• Travel within North America to meet with clients and team members as required

Salary range guidance for this position is: $210,000-$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