Director, Customer Success

About the Role

As Director, Customer Success, you will own the end-to-end customer journey for ArmorCode's enterprise security customers - from onboarding and adoption through renewal, expansion, and advocacy. You'll lead a global organization spanning Customer Success (US and India), setting the strategy, playbooks, and operational rigor that turn customers into long-term partners and champions of the ArmorCode platform. You will bring an AI-first mindset to the role, leveraging automation and AI-driven insights to proactively engage customers, accelerate adoption, and uncover expansion opportunities.

This is a hands-on leadership role for someone who thrives in a fast-moving, scale-up environment and is equally comfortable setting strategy with the C-suite and rolling up their sleeves on the details that drive GRR, NRR, and customer trust.

Customer Retention & Growth

• Own and improve GRR and NRR, setting clear playbooks and KPIs.
• Partner with Sales on expansion and renewal strategy, driving upsell and cross-sell motions.
• Design and execute proactive engagement strategies to identify and capitalize on expansion opportunities early in the customer lifecycle.
• Establish C-level engagement frameworks to ensure customers view ArmorCode as a strategic partner.

Customer Success Management

• Own the global Customer Success strategy and operations, ensuring world-class responsiveness, resolution times, and customer satisfaction.
• Define and track SLAs (first response, time-to-resolution, backlog management) and ensure performance meets or exceeds benchmarks.
• Implement scalable support models (tiered support, self-service, knowledge base, AI/automation).
• Build escalation paths that ensure seamless collaboration between Support, Engineering, and Customer Success.
• Drive continuous improvement by analyzing support tickets to identify systemic issues and feeding insights into Product and CS.
• Drive operational excellence in ticket resolution efficiency and turnaround time, continuously identifying opportunities to improve.

Customer Onboarding and Training

• Develop scalable onboarding and adoption programs that ensure time-to-value and deepen product usage.
• Develop the training and adoption strategy for customers.

Product Adoption and Value Realization

• Develop and implement a product communication cadence and strategy, keeping clients updated on product updates, cybersecurity trends, and industry insights.
• Drive new feature adoption and manage release planning alongside Engineering and Product.
• Define metrics and dashboards to monitor adoption health across accounts.
• Utilize customer data and analytics to assess customer behavior, usage patterns, and overall satisfaction, building the right adoption and product-usage dashboards.
• Spearhead proactive adoption campaigns, utilizing predictive modeling and AI-driven alerts to intervene before churn risks materialize.

Customer Advocacy and Community

• Build formal advocacy programs - advisory boards, case studies, references, and peer communities.
• Ensure customers become champions within their industries and referenceable for new sales opportunities.

Cross-Functional Leadership

• Serve as the voice of the customer to executive leadership, influencing product, sales, and marketing strategy.
• Partner with Product and Engineering to influence roadmap priorities based on customer needs and adoption blockers.
• Drive product roadmap through a mix of customer support data analytics and customer feedback loops.
• Work with Finance to forecast retention and expansion revenue.
• Partner with Marketing on advocacy.

Team Leadership

• Lead a team of Customer Success team members (US and India).
• Ensure a motivated, collaborative, and well-connected team across continents.
• Create repeatable processes for enterprise account management, QBRs, and executive engagement.
• Champion an AI-first mindset within the team, training and enabling CSMs to leverage AI tools and methodologies for improved efficiency and customer outcomes.

Experience & Qualifications

• Minimum 15+ years in Enterprise Customer Success, of which at least 10+ years are in a SaaS environment.
• Proven experience in a customer success leadership role within the technology or cybersecurity industry, preferably with exposure to 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.
• Demonstrated experience implementing AI approaches or AI-driven tooling (e.g., predictive analytics, automated workflows, LLM-assisted communication) within a Customer Success organization.
• Strong executive presence and the ability to engage C-level stakeholders at Fortune 1000 companies.
• Deep understanding of customer lifecycle management, renewal, and expansion motions, with a heavy focus on proactive strategies.
• 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 creating scalable processes.
• Bachelor's degree in Business, Computer Science, or a related field; Master's degree preferred.

Skills

• A hands-on and entrepreneurial mindset, comfortable working in a startup/scale-up environment.
• Data-driven leader with experience using CS platforms (Gainsight, Vitally, etc.).
• Demonstrated success in upselling, driving customer growth, and achieving revenue targets.
• Excellent interpersonal and communication skills, capable of engaging with stakeholders from diverse backgrounds.
• Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
• Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms).
• Highly AI literate: Understands the capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context.

Personality Traits

• Detail-oriented and intellectually curious, with a natural instinct for building relationships.
• You operate as a true player-coach with a problem-solving mindset and strategic thinking, and you bring the resilience to manage conflict effectively.
• You possess an AI-first mindset, constantly seeking ways to augment human capabilities and optimize processes through technology.