SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ArmorCode is hiring a Director of Customer Success to lead the end-to-end customer journey for enterprise security customers. You will own strategy, operations, and team leadership across a global Customer Success organization spanning the US and India, managing customer retention, growth, onboarding, adoption, and advocacy.
Key Responsibilities:
Customer Retention & Growth: Own and improve Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) through clear playbooks and KPIs. Partner with Sales on expansion and renewal strategy, driving upsell and cross-sell motions. Design proactive engagement strategies to identify expansion opportunities early in the customer lifecycle. Establish C-level engagement frameworks to position ArmorCode as a strategic partner.
Customer Success Management: Own global Customer Success strategy and operations, ensuring world-class responsiveness and customer satisfaction. Define and track SLAs (first response, time-to-resolution, backlog management). Implement scalable support models including tiered support, self-service, knowledge base, and AI/automation. Build escalation paths for seamless collaboration between Support, Engineering, and Customer Success. Drive continuous improvement by analyzing support tickets to identify systemic issues.
Customer Onboarding and Training: Develop scalable onboarding and adoption programs ensuring time-to-value and deeper product usage. Develop training and adoption strategy for customers.
Product Adoption and Value Realization: Develop and implement product communication cadence and strategy. Drive new feature adoption and manage release planning with Engineering and Product. Define metrics and dashboards to monitor adoption health. Utilize customer data and analytics to assess behavior and usage patterns. Spearhead proactive adoption campaigns using predictive modeling and AI-driven alerts to prevent churn.
Customer Advocacy and Community: Build formal advocacy programs including advisory boards, case studies, references, and peer communities. Ensure customers become industry champions and referenceable for new sales.
Cross-Functional Leadership: Serve as voice of the customer to executive leadership, influencing product, sales, and marketing strategy. Partner with Product and Engineering to influence roadmap priorities. Drive product roadmap through support data analytics and customer feedback. Work with Finance to forecast retention and expansion revenue. Partner with Marketing on advocacy.
Team Leadership: Lead a team of Customer Success team members across US and India. Ensure a motivated, collaborative, and well-connected team. Create repeatable processes for enterprise account management, QBRs, and executive engagement. Champion an AI-first mindset within the team, training CSMs to leverage AI tools and methodologies.
About ArmorCode: ArmorCode delivers an Agentic Control Plane for Unified Exposure Management, ingesting findings from 400+ security tools and correlating them with business context. The platform uses Anya AI agents to prioritize, route, and verify fixes. Enterprises including Visa, PayPal, Volvo Group, and Johnson Controls use ArmorCode to remediate at machine speed and reduce risk.
Requirements:
- Minimum 15+ years in Enterprise Customer Success, with at least 10+ years in SaaS environment
- Proven experience in customer success leadership role within technology or cybersecurity industry, preferably with large enterprise accounts and complex customer landscapes
- Experience managing Customer Success organizations in 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 (predictive analytics, automated workflows, LLM-assisted communication) within Customer Success
- Strong executive presence and ability to engage C-level stakeholders at Fortune 1000 companies
- Deep understanding of customer lifecycle management, renewal, and expansion motions with 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 related field; Master's degree preferred
- 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
- Strong analytical skills with ability to break down data and derive actionable insights
- Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms)
- Highly AI literate: understands capabilities, limitations, and practical applications of generative AI and machine learning in B2B SaaS context
- Hands-on and entrepreneurial mindset, comfortable in startup/scale-up environment
