Help facilitate an orderly transition from 2 separate success functions to a single aligned team. Re-orient Success focus from Deployment + Value Realization to a more concentrated focus on the Value Realization from business personas/users of Armis as we simultaneously build and evolve implementation services through Partners enabled by our own Delivery Assurance function.
Own and refine the Customer Journey reinforcing awareness, tracking, and measurement across all stakeholder groups
Lead cross-functional efforts to evaluate post-sales Success Levels (customer segmentation), define engagement & capacity models to ensure quality delivery and business efficiency
Strengthen the relationship with Sales to foster a cohesive GTM team ensuring appropriate partnership across the entire customer lifecycle and appropriate identification of customer expansion opportunities
Work with Customer Marketing team to nurture the ongoing advocacy initiatives (e.g., case studies, references, peer reviews) as well as help identify opportunities for cross-sell and up-sell marketing
Align with Renewal team on joint forecast for forward looking Gross Renewal Performance
Govern the Feature Request process to ensure right priorities are established with Product representing the critical and high business needs within the customer base
Partner with Digital Experience team to evolve the Customer Journey via online community, digital campaigns, and in product experiences to scale capabilities across all customer segments
Define and evolve the Success interaction model with customers who are also using Partner-led deployment, management, and/or value add services.
Steward team of post-sales "Experts" to define and keep evergreen best practices for Armis adoption by solution domain (IT, OT, Medical) as well as platform suite (Centrix, Actionable Threat Intelligence, Vulnerability Prioritization & Remediation).
Evolve best practices for value delivery (e.g., contact / persona mapping, internal strategy reviews / shared account plans, regular value updates, executive business reviews, etc.)
Refine and evolve programs to measure customer adoption and health (e.g., Health Score, Tripwires, etc.) to maximize awareness and proactivity within the team
Manage the "At Risk" process, ensure playbooks exist and are followed for most common risk areas, and appropriate awareness is fostered across GTM organization and executive leadership
Sponsor the semi-annual Net Promoter Score process collecting and assimilating customer feedback into actionable next steps aligned to the Voice of the Customer.
Represent Customer Success at important events such as Customer Advisory Board, major Industry or Armis events as required
Reinforce the career model and professional development for the team ensuring they have the required Armis platform knowledge, solution domain expertise, and soft skills required for success.
What we expect:
Minimum of 10-15 years of leadership experience in Customer Success or a related post-sales role
Demonstrated ability to lead strategic initiatives and drive organizational transformation, particularly in aligning multiple teams and functions
Experience in building and refining Customer Journeys, segmentation, and engagement models
Strong ability to collaborate with Sales, Product, Marketing and other cross-functional teams to drive customer value and business outcomes
Experience in leading cross-functional initiatives and fostering a cohesive go-to-market (GTM) strategy
Deep understanding of customer needs, with a focus on driving value realization and adoption across various customer personas and segment
Experience in managing Customer Health programs, including Health Scores, NPS, and risk management processes
Strong analytical skills with the ability to leverage data and metrics to drive decision-making and measure success
Experience in defining and evolving programs that measure customer success and impact
Expertise in leading teams through significant transitions, including the integration of new services, processes, or partner models
Experience in representing the Customer Success function at industry events and customer forums
Proven ability to develop and mentor high-performing teams, fostering a culture of continuous improvement and professional growth
Strong understanding of cybersecurity solutions, including IT, OT, and medical environments - an advantage