Director, Customer Success

About the Role:

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.

This is a hands-on leadership role for someone who thrives in a fast-moving, scale-up environment and is equally comfortable setting strategy with the C-suite and rolling up their sleeves on the details that drive GRR, NRR, and customer trust.

What You'll Own:

Customer Retention & Growth:

• 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 and capitalize on expansion opportunities early in the customer lifecycle.
• Establish C-level engagement frameworks to ensure customers view ArmorCode as a strategic partner.

Customer Success Management:

• Own the global Customer Success strategy and operations, ensuring world-class responsiveness, resolution times, and customer satisfaction.
• Define and track SLAs (first response, time-to-resolution, backlog management) and ensure performance meets or exceeds benchmarks.
• Implement scalable support models (tiered support, self-service, knowledge base, AI/automation).
• Build escalation paths that ensure seamless collaboration between Support, Engineering, and Customer Success.
• Drive continuous improvement by analyzing support tickets to identify systemic issues and feeding insights into Product and CS.
• Drive operational excellence in ticket resolution efficiency and turnaround time, continuously identifying opportunities to improve.

Customer Onboarding and Training:

• Develop scalable onboarding and adoption programs that ensure time-to-value and deepen product usage.
• Develop the training and adoption strategy for customers.

Product Adoption and Value Realization:

• Develop and implement a product communication cadence and strategy, keeping clients updated on product updates, cybersecurity trends, and industry insights.
• 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 overall satisfaction, building the right adoption and product-usage dashboards.
• Spearhead proactive adoption campaigns, utilizing predictive modeling and AI-driven alerts to intervene before churn risks materialize.

Customer Advocacy and Community:

• Build formal advocacy programs, including advisory boards, case studies, references, and peer communities.
• Ensure customers become champions within their industries and referenceable for new sales opportunities.

Cross-Functional Leadership:

• Serve as the voice of the customer to executive leadership, influencing product, sales, and marketing strategy.
• Partner with Product and Engineering to influence roadmap priorities based on customer needs and adoption blockers.
• Drive product roadmap through a mix of customer support data analytics and customer feedback loops.
• Work with Finance to forecast retention and expansion revenue.
• Partner with Marketing on advocacy.

Team Leadership:

• 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, training and enabling CSMs to leverage AI tools and methodologies for improved efficiency and customer outcomes.

Who You Are:

Experience & Qualifications:

• Minimum 15+ years in Enterprise Customer Success, of which at least 10+ years are 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 and complex customer landscapes.
• 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 (e.g., predictive analytics, automated workflows, LLM-assisted communication) within a Customer Success organization.
• Strong executive presence and the ability to engage C-level stakeholders at Fortune 1000 companies.
• Deep understanding of customer lifecycle management, renewal, and expansion motions, with a heavy 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 a related field; Master's degree preferred.

Skills:

• A hands-on and entrepreneurial mindset, comfortable working 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, capable of engaging with stakeholders from diverse backgrounds.
• Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
• Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms).
• Highly AI literate: Understands the capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context.

Personality Traits:

Detail-oriented and intellectually curious, with a natural instinct for building relationships. You operate as a true player-coach with a problem-solving mindset and strategic thinking, and you bring the resilience to manage conflict effectively. You possess an AI-first mindset, constantly seeking ways to augment human capabilities and optimize processes through technology.

Why You'll Love It:

• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers.
• Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle.
• Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences.
• Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.
• Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team.
• Comprehensive Benefits: Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves.
• Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered.

Join ArmorCode and lead the charge in reducing signal fatigue, prioritizing risk and streamlining key cybersecurity workflows. Apply today to be part of a close-knit team, dedicated to democratizing software security and helping build the safest software possible.

Equal Opportunity:

ArmorCode is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category. All qualified individuals are encouraged to apply and will receive consideration for employment regardless of their background or characteristics. We are committed to fostering a diverse and inclusive workplace where everyone is treated with respect and dignity.