Director Customer Success – Sled jobs at Armis in United States, Boston

Leadership & Strategy

• Lead, mentor, and grow a high-performing team of Technical Customer Success Managers (TCSMs) supporting SLED and healthcare accounts across the U.S.
• Define and execute the Customer Success strategy aligned with Armis’ broader go-to-market, retention, and growth goals for both the public sector and healthcare markets.
• Partner with Sales, Renewals, and Support leadership to ensure a unified, value-driven customer journey.
• Act as a voice of the customer to Product, Engineering, and Operations, advocating for features and capabilities unique to government and healthcare environments.
• Foster an inclusive, equitable team culture that celebrates diversity of thought, background, and experience.

Customer Outcomes

• Drive measurable improvements in adoption, renewal, and expansion across assigned accounts.
• Ensure customers achieve time-to-value milestones, successful deployments, and ROI realization aligned with patient safety, data protection, and mission-critical outcomes .
• Maintain executive relationships with key stakeholders including CIOs, CISOs, and healthcare IT and compliance leaders .
• Oversee strategic account reviews, health scoring, and risk mitigation with a proactive, data-driven approach.

Operational Excellence

• Develop scalable playbooks, metrics, and frameworks for SLED and healthcare customer engagement and success measurement.
  Own KPIs such as Gross Retention Rate (GRR), Net Retention Rate (NRR), and Customer Health .
  Partner with Enablement and Operations to strengthen onboarding, automation, and analytics for the CS organization.
• Represent the SLED & Healthcare CS organization in leadership forums, providing data-driven insights, customer advocacy, and strategic recommendations .

• 10+ years of experience in Customer Success, Account Management, or Consulting , including 3+ years leading teams.
• Proven success managing enterprise, healthcare, or public sector accounts within cybersecurity, SaaS, or enterprise technology.
• Deep understanding of government and healthcare procurement, compliance, and renewal cycles .
• Strong executive presence and communication skills, capable of influencing across diverse stakeholder groups.
• Analytical mindset with a passion for operational excellence and scalable process design .
• Experience working in a high-growth or hyper-scale environment is preferred .
• Commitment to building and leading a diverse, inclusive, and high-performing team .

• The SLED & Healthcare Customer Success team operates as a trusted strategic partner to public sector and healthcare organizations.
• Measurable improvement in retention, expansion, and advocacy metrics across both segments.
• Clear, consistent visibility into customer health, risk, and success outcomes .
• A strong, engaged TCSM team known for excellence, inclusivity, and customer obsession .

$175,000 - $220,000

Hybrid 3 days a week

Hubs: Boston, MA, Dallas Tx., Austin Tx., Arlington Va.

Responsibilities :

• Extensive Travel to customer sites for up to first 6 - 8 months requiring 40-80% travel commitment
• Coordinate travel logistics, including car rental, flight and hotel accommodations
• Successfully complete 100+ armis installations within the first 6 - 8 months
• Communicate project progress
• Perform technical activities and tasks alongside T.CSM's to Armis customer base throughout the deployment process.
• Perform network engineering and security-related tasks on multiple sites and deployment efforts globally (remote)
  Provide supplemental coverage to the T.CSM's processes and tasks where applicable according to the ACE’s area of proficiency
• Collaborate with different teams to promote success, scalability, and efficiency.
• Assist in Troubleshooting Armis Integrations and Network Connectivity
  Demonstrate the ability to dive deep into security topics and tools
• Utilize ticketing system to log, track, and manage ACE support requests

Requirements:

• B.S. in IT, IS CS, MIS, or Associates equivalent work experience
• 2+ years experience in a small to enterprise-sized solutions service delivery capacity
• 40-80% travel for the first 6 - 8 months
• Strong willingness to learn, grow, and adapt to new challenges

Preferred Skills:

• Ability to learn and showcase new technologies and solutions
  Become the product expert with all the Armis features and offerings
• Knowledge of IT and IoT Security
• Network experience is a plus
• Automation experience is a plus
• Relatable certs: CCENT, CCNA, Programming languages, Linux+, Security +, Cloud

Salary range guidance for this position is: $75,000 - $95,000