Senior Director, Customer Success

📋 Description

• Take ownership of the active Armis customer portfolio within your region, emphasizing value realization, increased adoption, and overall customer satisfaction.

• Advocate for the "1+1=3" strategic narrative throughout the Customer Success organization.

• Manage essential cross-functional processes in collaboration with integrated teams.

• Define and refine the Success interaction model and partner ecosystem.

• Supervise the effective integration of personnel into the new ServiceNow environment.

• Shift the Success focus towards achieving real value for business personas and users.

• Ensure proper tracking and management of customers through a defined Customer Journey.

• Align business practices with Success Levels to guarantee adequate capacity and efficiency.

• Strengthen partnerships with Sales to cultivate a unified GTM team.

• Collaborate with the Customer Marketing team to promote advocacy initiatives.

⛳️ Requirements

• Proven experience in scaling organizations to achieve over 300 million ARR.

• A minimum of 8-12 years in Customer Success, Account Management, or related post-sales roles, ideally within the technology or cybersecurity sectors.

• Demonstrated success in managing a regional customer success function with a focus on customer retention, expansion, and overall satisfaction.

• Experience in leading and developing high-performing Customer Success teams, with an emphasis on mentoring and professional growth.

• Capacity to manage teams during periods of transition, aligning them with a unified direction.

• Profound understanding of the customer lifecycle, focusing on value realization, adoption, and usage growth.

• Proven ability to foster positive customer sentiment and influence critical outcomes, including revenue retention and strategic account growth.

• Experience collaborating closely with Sales, Product, and Marketing teams to ensure alignment with customer objectives and expansion opportunities.

• Established ability to guide organizational focus towards proactive management by tracking engagement, product adoption, and integration.

• Proficiency in managing the Customer Journey in accordance with Success Levels to ensure effective capacity and delivery efficiency.

• Strong analytical skills with experience in monitoring health metrics and indicators.

• Proven capability to work cross-functionally, particularly in enhancing relationships with Sales and Renewal teams.

• Experience in managing and deploying post-sales "Experts" to fulfill customer needs.

• Familiarity with managing the "At Risk" process, including the development and implementation of playbooks for common risk areas.

🏝️ Benefits

• Comprehensive health benefits.

• Discretionary time off.

• Paid holidays, including monthly me days.

• A highly inclusive and diverse workplace.