Technical Customer Success Manager Copa jobs at Armis in United States, Philadelphia

Hybrid ( 3 days per week)

• Lead and mentor a team of Customer Success Associates focused on tech touch and digital engagement.
  • Establish clear goals, metrics, and accountability for the team.
  • Foster a culture of customer-first engagement and continuous improvement.
  • Design and optimize digital-led customer journeys across lifecycle stages (onboarding, adoption, renewal).
  • Develop automated touchpoints, playbooks, and campaigns to increase product adoption and retention.
  • Partner with Marketing and Operations to deliver personalized at-scale programs (email campaigns, webinars, in-app guidance).
  • Monitor and analyze customer health scores, product usage, and adoption trends.
  • Use data to segment customers, prioritize engagement strategies, and refine playbooks.
  • Ensure escalations are handled efficiently, with clear processes and ownership.
  • Work closely with Sales, Product, and Support to align customer feedback with company initiatives.
  • Collaborate with Operations to improve tooling and reporting capabilities.
  • Provide insights to leadership on customer trends, risks, and opportunities.

• 5+ years in Customer Success, Account Management, or related role; 2+ years in a leadership or team lead capacity.
  • Experience with tech touch / digital-led success models in SaaS.
  • Strong knowledge of customer health scoring, segmentation, and lifecycle management.
  • Proficiency in CS platforms (e.g., Gainsight, Salesforce, HubSpot).
  • Excellent communication, coaching, and project management skills.
  • Executive presence and strong interpersonal skills
  • Data-driven mindset with proven ability to scale impact through automation.
  • Ability to thrive in ambiguity and prioritize in fast-paced environments.
  • Proven experience working in highly variable environments or across multiple business units.

• Experience with cybersecurity, technology risk, or information security.
• Generalized knowledge across technical security domains, including: Application Security, Vulnerability Management, Cloud Security, Security Monitoring/Detection, and Endpoint management.

• Improved Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) in tech touch segment.
  • Increased product adoption and usage across digital-led accounts.
  • Measurable efficiency gains in customer engagement at scale.
  • Strong employee engagement and development within the team.