Customer Success Manager

About the Role

ArmorCode Customer Success Manager (CSM) is responsible for providing a world-class SAAS customer experience, delivering value to our client community for the investment they make in our platform. The Customer Success discipline ensures high customer satisfaction levels, successful engagement with our platform, increased retention and driven growth by up-sells, and a consistently strong actualization of value.

What You'll Own

• Maintain post-sales relationships with stakeholders at all levels within customer organizations.
• Direct responsibility for deployment, adoption, and expansion, employing strong project management skills to monitor progress, track milestones, and adhere to deployment timelines.
• Possess deep product knowledge and align product capabilities with customer objectives. Educate and train stakeholders throughout the customer organization to fully utilize the product's features. Guide customers on best practices and develop champions within their organization.
• Act as a trusted advisor with substantial knowledge in AppSec and vulnerability management to design an automated workflow that improves upon the existing manual processes. Document the current manual workflow comprehensively to establish a foundation for an enhanced automated system, identifying opportunities for automation and improvement. Ensure that cybersecurity and application security best practices are integral to the design, guaranteeing a secure and efficient process.
• Advocate for the customer's needs internally, managing bug reports, and feature requests efficiently.
• Develop and implement a customer success strategy that supports the company’s business objectives, promoting customer satisfaction and retention.
• Onboarding and realizing the initial value are crucial to success. The CSM should facilitate effective communication between the customer and the internal team, setting appropriate expectations. Ensure a smooth transition, define success criteria, collaborate closely, and track deployment diligently.
• Develop and sustain relationships with a range of stakeholders, from C-level executives to practitioners on the customer side, building strong rapport by demonstrating an in-depth knowledge of the Armorcode platform, cybersecurity, and application security best practices. Understand each stakeholder’s perspective and communicate in a manner that resonates with them. Position oneself as an expert by staying informed about the latest threats, trends, and best practices in cybersecurity.
• Monitor and maintain data hygiene across platforms, keeping a comprehensive view and 360-degree understanding of the customer by recognizing their unique business goals, challenges, expectations, product usage patterns, feedback, and overall satisfaction. Through regular check-ins and the proactive use of system data, assess the health of customer relations. Diagnose issues and develop and execute recovery plans for accounts at risk.
• Engage consistently with customers throughout their journey to ensure the alignment remains true and actively monitor changes in the customer's environment, communicating effectively with the internal team. As a bridge between the customer and the internal team, the CSM facilitates a seamless exchange of information, allowing the team to adapt strategies, address evolving needs, and provide timely support.
• Coordinate and conduct onsite customer visits when need be to identify opportunities for expansion, upsell, and cross-sell, collaborating directly with Sales to increase customer expenditure.
• Manage and execute the renewal process, driving further adoption and usage of the platform.
• Collaborate across departments as it is essential for success and customer advocacy. Provide rapid feedback to the Product team to enhance the Armorcode platform and maintain its competitive edge. Work closely with Customer Support Engineers (CSEs) to ensure deployment phases are completed and success criteria are met. Collaborate with Support and Engineering to keep customer tickets within SLA and maintain high Customer Satisfaction (CSAT) feedback. Adhere to processes that may change frequently due to the organization's stage, contributing to a positive culture.
• Proficiency in leveraging AI tools to streamline workflows, automate processes, and drive operational efficiency.
• Review customer feature requests to validate, refine, and filter out any irrelevant requests before forwarding them to the product team for consideration. Prioritize and escalate requests based on customer urgency.
• Identify and nurture upsell opportunities
• Conduct quarterly business reviews to ensure we engage key stakeholders and iterate value

Who you are

• A total of 5-8 years of experience in a Customer Success Role within security SaaS companies.
• Strong knowledge in the AppSec and vulnerability management domain.
• Knowledge of cybersecurity, particularly in application security and vulnerability management tools (e.g., SAST, DAST, SCA, Cloud Security tools, Qualys, Tenable, Veracode, etc.).
• A good understanding of developer and DevOps ecosystems and practices.
• Solid verbal and written communication skills, organizational skills, attention to detail, and strong sales acumen.
• Willingness to travel up to 20% of the time, both domestically and occasionally internationally.
• A BS degree in Computer Science, Cybersecurity, Information Systems, or a related field is preferred.
• Certification in Project Management and Cybersecurity, like PMP, CISM, CISSP, or OSCP, are advantageous.