Senior Manager, Customer Success Management

Overview

In this role you lead a team of Customer Success Managers for strategic and enterprise customers, driving adoption and value realization of the Armis Platform. You act as a trusted partner, aligning customer goals with product capabilities and organizational objectives. You’ll manage adoption, engagement, risk, and renewal considerations while scaling best practices for a growing CS function. This position offers impact through cross‑functional collaboration and continuous improvement in customer outcomes.

Responsibilities

• Lead and develop a team of Customer Success Managers serving strategic/enterprise customers
• Serve as the primary post‑implementation contact and trusted advisor
• Own customer adoption, engagement, and critical issue management
• Build and nurture relationships with executives and stakeholders to enable business outcomes
• Identify value opportunities and use cases with customers to drive platform adoption
• Coordinate with Product, Sales, Support, and other teams for a cohesive customer experience
• Communicate new features and releases to maximize platform utilization
• Monitor adoption metrics and leverage insights for risk, renewal, and improvement
• Advocate for customer needs and feedback across the organization
• Support renewal and expansion opportunities with Sales and Success teams
• Contribute to scalable, inclusive CS processes and best practices
• Represent customer voice to inform product development and continuous improvement
• Foster opportunities for long‑term partnerships and measurable business outcomes
• Develop scalable approaches to enable the CS organization to grow

Key requirements

• 5+ years of experience in Customer Success, SaaS, cybersecurity, or related tech environment
• Experience supporting SaaS in pre‑/post‑sales or CS roles
• 5+ years leading CS teams with enterprise or strategic customers
• Experience with technical implementations in IT, cybersecurity, networking, cloud, endpoint management or related field
• Collaboration with Product Management teams preferred
• Collaborative leadership style with hands‑on willingness to contribute
• Strong communication and relationship‑building skills; experience handling complex issues
• Experience with process improvement and scalable ways of working
• Familiarity with SaaS customer success tools such as Salesforce or Gainsight
• Bachelor’s degree in a technical or related discipline, or equivalent experience
• Willingness to travel up to 35%

• collaborative
• empathic
• commercially aware
• Salesforce
• Gainsight
• SaaS platforms

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