Senior Manager, Customer Success Management (Armis)

Overview

In this role you lead a team of Customer Success Managers focused on strategic and enterprise customers, driving adoption and measurable business outcomes with the Armis Platform. You will nurture trusted relationships, uncover value opportunities, and proactively manage risks to ensure long-term customer success. You’ll establish scalable processes, collaborate across product, sales, and support teams, and advocate for the customer voice in cross-functional initiatives. This position offers impact at scale within a transforming security-focused SaaS environment. You’ll help customers realize platform capabilities to meet security and business goals while shaping the growth of the customer‑f

Responsibilities

• Lead and develop a team of Customer Success Managers for strategic and enterprise customers
• Serve as trusted partner and primary contact post-implementation
• Own customer adoption, engagement, and issue management
• Build relationships with stakeholders and executives to achieve business objectives through platform adoption
• Identify use cases and opportunities for value creation aligned with business and security priorities
• Collaborate with internal teams to align activities with objectives and outcomes
• Educate customers on new features and releases to maximise platform usage
• Monitor adoption trends and use insights to identify risks and areas for improvement
• Champion customer needs and ensure representation across the organisation
• Identify renewal risks early and coordinate with internal teams to mitigate
• Partner with Product, Sales, Support, and Professional Services to ensure a positive customer experience
• Contribute to scalable, inclusive customer success practices
• Represent customer voice to inform continuous improvement and product development
• Work with Sales to promote Customer Success and expansion opportunities
• Help develop scalable processes and approaches for the CS organisation

Key requirements

• 5+ years in Customer Success, SaaS, cybersecurity, or related tech
• Experience supporting SaaS in pre-sales, post-sales, or CS
• 5+ years leading CS teams for enterprise or strategic customers
• Experience with technical implementations in IT, cybersecurity, networking, cloud, or endpoint management
• Collaboration with Product Management
• Collaborative leadership with hands-on contribution when needed
• Strong communication and relationship-building skills with complex issue management
• Experience with process improvement and scalable ways of working
• Familiarity with Salesforce, Gainsight, or similar CS tools
• Bachelor’s degree or equivalent experience
• Willingness to travel up to 35%

• collaborative
• empathic
• commercially aware
• SaaS platforms
• customer success technologies (Salesforce, Gainsight)
• experience with IT, cybersecurity, networking, cloud services

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