Senior Director of Customer Success, Americas

Job Description

Armis is seeking a Senior Director of Customer Success, Americas, to lead the active customer base within the region. This is a fully remote position.

Responsibilities:

• Facilitate the transition to a unified success team.
• Re-orient the Success focus to Value Realization.
• Manage customers relative to a mutually defined Customer Journey.
• Strengthen the relationship with Sales.
• Work with Customer Marketing on advocacy initiatives.
• Align with the Renewal team on joint forecast.
• Govern the Feature Request process.
• Leverage digital experiences to improve customer experience.
• Define the Success interaction model with customers using Partner-led services.
• Govern usage of post-sales "Experts".
• Implement best practices for value delivery.
• Monitor customer adoption and health.
• Manage the "At Risk" process.
• Support the Net Promoter Score process.
• Serve as Exec Sponsor for key customers.
• Reinforce the career model and professional development for the team.

Requirements:

• 8-12 years of experience in Customer Success, Account Management, or a related post-sales role.
• Proven track record of managing a regional customer success function.
• Experience in leading and developing high-performing Customer Success teams.
• Ability to manage teams through periods of change.
• Deep understanding of the customer lifecycle.
• Proven ability to drive positive customer sentiment.
• Experience in working closely with Sales, Product, and Marketing teams.
• Ability to manage the Customer Journey in line with Success Levels.
• Strong analytical skills.
• Proven ability to work cross-functionally.
• Experience in collaborating with the Digital Experience team.
• Experience in managing and deploying post-sales "Experts".
• Experience in managing the "At Risk" process.
• Excellent communication skills.
• Commitment to reinforcing the career model and professional development.
• Travel within North America as required.

Armis offers:

• Comprehensive health benefits.
• Discretionary time off.
• Paid holidays including monthly me days.
• Inclusive and diverse workplace.