Director - Customer Success Operations

February 16

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ArmorCode Inc.

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ArmorCode Inc. is a company that provides an AI-powered Application Security Posture Management (ASPM) platform, focused on improving application security and vulnerability management. Their platform integrates seamlessly into the DevSecOps workflow, allowing organizations to identify, articulate, and remediate critical security risks across code, cloud, applications, and infrastructure. With features like risk-based vulnerability management and software supply chain security, ArmorCode helps businesses automate security processes and gain comprehensive visibility into their application security posture.

AppSecOps • ASPM • DevSecOps Orchestration • Software Security • Continuous Compliance

51 - 200 employees

Founded 2020

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• About ArmorCode • ArmorCode is on a mission to supercharge security teams with a new independent governance approach to reduce risk and burn down critical security technical debt. • Enterprises of all sizes, including dozens of Fortune 1000 companies, scale their security effectiveness by more than 10x and maximize their ROI on existing security investments with ArmorCode through managing Application Security Posture, Risk-Based Vulnerability Management, Software Supply Chain Security, DevSecOps, and Risk & Compliance. • The Customer Success Operations Manager will be responsible for optimizing the processes, tools, and analytics that drive the efficiency and effectiveness of the Customer Success (CS) team. • This role is critical in ensuring data-driven decision-making, enhancing customer health tracking, and improving CS productivity and retention strategies. • The role involves working closely with cross-functional teams such as Sales, Product, Engineering, and Marketing to ensure a seamless customer experience. • Collaborate with CS leadership to develop and implement a multi-year Customer Success strategy aligned with company goals • Identify key strategic and operational initiatives, prioritize, program manage, and report on progress and effectiveness. • Support Account Planning, tracking actions taken vs. planned outcomes. • Maintain and manage QBR planning, ensuring structured customer check-ins. • Develop and maintain CS templates and enablement materials for standardized customer interactions. • Define and track customer health metrics to proactively mitigate churn risks. Program manage actions from Customer Health Dashboards. • Own and manage red account management and critical Issues tracking/management. • Ensure the Customer Health dashboards are consumed and adopted by the CS team. Continue to work with Analytics to enhance the dashboards. • Monitor customer adoption trends and develop proactive engagement programs. Identify recurring customer challenges and drive resolution initiatives. • Report on CS OKR (Objective and Key Results) achievement by team and individual members • Conduct loss analysis and drive initiatives to reduce churn • Establish and standardize customer success processes, including onboarding, expansion strategy, and use case mapping. • Ensure adherence to defined CS processes, tracking deviations and implementing corrective actions. • Manage Rocketlane for program management, ensuring timely escalations and removing onboarding blockers. • Provide ongoing communication, enablement and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional partners (sales, product, finance, support)

🎯 Requirements

• 8-10 + years in Customer Success Operations, Business Operations, or Sales Operations. Experience managing complex CS and GTM problems in a fast-paced, dynamic environment • Experience in B2B SaaS, preferably in Cybersecurity, DevOps, or ITSM. • Proficiency in CS tools like Vitally, Gainsight, Rocketlane, etc. • Strong analytical skills and experience using QuickSight, Looker, Tableau, or similar BI tools. • Knowledge of HubSpot, Salesforce, or other CRM systems. • Ability to optimize workflows and automate processes for scale. • Excellent project management and cross-functional collaboration skills. • Data-driven mindset with the ability to analyse complex customer data. • Strong communication and stakeholder management skills. • Problem-solving and process improvement expertise. • High attention to detail and organizational skills. • Ability to apply AI in improving productivity and efficiency. • Strong organization, prioritization, and project management skills • Customer-Centric Approach • Proactive Problem-Solving • Cross-Functional Collaboration, Influencing Skills • Coachable • Ability to manage conflict, be a sparring partner to the CS team.

🏖️ Benefits

• Career Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers • Work-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle • Collaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences. • Employee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment. • Competitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team • Diversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered