Director, Customer Success

As Director, Customer Success, you will own the end-to-end customer journey for ArmorCode's enterprise security customers — from onboarding and adoption through renewal, expansion, and advocacy. You'll lead a global organization spanning Customer Success (US and India), setting the strategy, playbooks, and operational rigor that turn customers into long-term partners and champions of the ArmorCode platform. You will bring an AI-first mindset to the role, leveraging automation and AI-driven insights to proactively engage customers, accelerate adoption, and uncover expansion opportunities.

Responsibilities

Own and improve GRR and NRR, setting clear playbooks and KPIs; Partner with Sales on expansion and renewal strategy, driving upsell and cross-sell motions; Design and execute proactive engagement strategies to identify expansion opportunities; Establish C-level engagement frameworks; Own the global Customer Success strategy and operations, ensuring responsiveness, resolution times, and customer satisfaction; Define and track SLAs (first response, time-to-resolution, backlog management); Implement scalable support models (tiered support, self-service, knowledge base, AI/automation); Build escalation paths between Support, Engineering, and Customer Success; Drive continuous improvement by analyzing support tickets to identify systemic issues; Drive operational excellence in ticket resolution efficiency and turnaround time; Develop scalable onboarding and adoption programs that ensure time-to-value; Develop the training and adoption strategy for customers; Develop and implement a product communication cadence and strategy; Drive new feature adoption and manage release planning alongside Engineering and Product; Define metrics and dashboards to monitor adoption health across accounts; Utilize customer data and analytics to assess customer behavior, usage patterns, and satisfaction; Spearhead proactive adoption campaigns using predictive modeling and AI-driven alerts; Build formal advocacy programs including advisory boards, case studies, references, and peer communities; Serve as the voice of the customer to executive leadership; Partner with Product and Engineering to influence roadmap priorities; Work with Finance to forecast retention and expansion revenue; Partner with Marketing on advocacy; Lead a team of Customer Success team members (US and India); Ensure a motivated, collaborative, and well-connected team across continents; Create repeatable processes for enterprise account management, QBRs, and executive engagement; Champion an AI-first mindset within the team

Requirements

Minimum 15+ years in Enterprise Customer Success, of which at least 10+ years in a SaaS environment; Proven experience in a customer success leadership role within the technology or cybersecurity industry, preferably with exposure to large enterprise accounts; Experience managing Customer Success or similar organizations in an 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 within a Customer Success organization; Strong executive presence and ability to engage C-level stakeholders at Fortune 1000 companies; Deep understanding of customer lifecycle management, renewal, and expansion motions; 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 a related field; A hands-on and entrepreneurial mindset, comfortable in a startup/scale-up environment; 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; Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms); Highly AI literate, understanding capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context

Nice to have

Master's degree preferred

Benefits

Career Growth Opportunities; Work-Life Balance with flexible hours and remote work options; Collaborative Environment; Employee Recognition through awards and employee of the month programs; Competitive Compensation with performance-based bonuses; Comprehensive Benefits including health insurance for employees and dependents; Learning and upskilling support; Diversity and Inclusion commitment