Director, Customer Success

ArmorCode Inc.

. Own the end-to-end customer journey for enterprise security customers from onboarding and adoption through renewal, expansion, and advocacy .

Posted 10/23/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success strategies and operations within enterprise SaaS environments, focusing on customer engagement, retention, and growth. Proficient in leveraging data analytics and AI-driven tools to enhance customer experiences and drive measurable outcomes.

Highest-signal resume keywords

Enterprise Customer Success LeadershipSaaS Environment ExperienceCustomer Lifecycle ManagementAI-Driven Tooling ImplementationStrong Executive Presence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyProcess OptimizationData AnalyticsRevenue Growth ManagementCustomer Engagement WorkflowsEscalation ManagementOnboarding and Adoption ProgramsFeature Adoption PlanningOperational RigorCustomer Advocacy Programs

Soft Skills

LeadershipAnalytical ThinkingCommunicationTeam BuildingStakeholder Engagement

Tools & Technologies

GainsightVitallySalesforceAI-Driven Adoption PlatformsPredictive Modeling

Certifications & Qualifications

Bachelor's Degree in BusinessBachelor's Degree in Computer Science

Industry Keywords

Enterprise SaaSCybersecurityCustomer Success OperationsGRRNRRC-Level EngagementCustomer GrowthB2B SaaSGenerative AIMachine Learning

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Own the end-to-end customer journey for enterprise security customers from onboarding and adoption through renewal, expansion, and advocacy
Lead the global Customer Success organization spanning the US and India
Set customer success strategy, playbooks, KPIs, and operational rigor
Own and improve GRR and NRR; partner with Sales on expansion and renewal strategy
Establish C-level engagement frameworks and proactive customer engagement strategies
Own global Customer Success strategy and operations, including responsiveness, resolution times, customer satisfaction, SLAs, backlog management, and scalable support models
Build escalation paths across Support, Engineering, and Customer Success
Analyze support tickets to identify systemic issues and inform Product and Customer Success
Develop scalable onboarding, adoption, training, and customer communication programs
Drive feature adoption and release planning with Engineering and Product
Define adoption metrics and dashboards; use customer data and analytics to monitor behavior, usage, and satisfaction
Lead proactive adoption campaigns using predictive modeling and AI-driven alerts to mitigate churn risks
Build customer advocacy programs, advisory boards, case studies, references, and peer communities
Represent the customer voice to executive leadership and influence product, sales, and marketing strategy
Partner with Product, Engineering, Finance, and Marketing on roadmap priorities, revenue forecasting, and advocacy
Lead and enable the US and India Customer Success team
Create repeatable processes for enterprise account management, QBRs, and executive engagement
Champion AI-first practices and enable CSMs to use AI tools and methodologies

Requirements

What you’ll need

Minimum 15+ years in Enterprise Customer Success, including at least 10+ years in a SaaS environment
Proven customer success leadership experience in the technology or cybersecurity industry
Experience with large enterprise accounts and complex customer landscapes
Experience managing Customer Success or similar organizations in an enterprise SaaS environment
Experience scaling CS organizations in $25M–$100M ARR companies
Proven success driving GRR and NRR in enterprise SaaS with ACVs greater than $100K
Experience implementing AI approaches or AI-driven tooling within a Customer Success organization
Strong executive presence and ability to engage C-level stakeholders at Fortune 1000 companies
Deep understanding of customer lifecycle management, renewal, and expansion motions
Strong process optimization and operational rigor across customer engagement workflows, escalation processes, knowledge base, and self-service adoption strategy
Track record of building high-performing teams and scalable processes
Bachelor's degree in Business, Computer Science, or a related field
Experience using CS platforms such as Gainsight and Vitally
Success in upselling, customer growth, and achieving revenue targets
Strong analytical skills and ability to derive actionable insights from data
Understanding of customer success operations tooling, including Gainsight, Vitally, Salesforce, and AI-driven adoption platforms
Practical knowledge of generative AI and machine learning in a B2B SaaS context
Hands-on, entrepreneurial mindset suitable for a startup/scale-up environment

Benefits

Comp & perks

Career progression paths and promotion-from-within opportunities
Flexible hours
Remote work options
Collaborative and inclusive workplace culture
Employee recognition through awards, employee of the month programs, and other acknowledgment
Performance-based bonuses
Health insurance for employees and dependents
Learning, skilling, and continuous upskilling support
Diversity and inclusion commitment