Technical Customer Success Manager (Cybersecurity)
Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society stay safe and secure 24/7.
Armis is a privately held company headquartered in California.
We are looking for a Technical Customer Success Manager (T.CSM) to join our growing Customer Success Team, who are a key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals, and identify growth opportunities by informing the customer of our latest innovations, capabilities, and products and match these to the clients’ business goals. In addition, the T.CSM will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The T.CSM serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others.
Responsibilities :
- Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis.
- Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment. Work with customer and Armis account teams to define success plans and strategy to meet customer’s objectives.
- Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.
- Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
- Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.
- Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.
- Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status. This includes delivering Executive Business Reviews to ensure alignment on goals and value realization.
- Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
- Maintain current functional and technical knowledge of the Armis platform and future products.
- Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security posture
- Build trusted relationships with relevant, technical users and manage stakeholders within assigned accounts
- Serve as a customer advocate to guide other resources at Armis towards achieving customer goals
- Validate customer deployment and configuration align with business use cases.
- Validate that use cases are appropriately captured and delivered in a timely manner
- Maintain knowledge of 3rd Party solutions and integrations/interoperability with the Armis platform within the assigned customer environments
- Providing technical subject matter expertise where applicable aligned to the expected proficiency
- Collaborating with Engineering, Product, Support and Sales teams to drive account success
Min Requirements:
- Fluent in English language (spoken and written)
- Possess exceptional verbal, written, social, presentation, and interpersonal skills.
- 5+ years experience in a related function with direct customer facing, advocacy and engagement experience in post-sales,systems engineering, professional services or client management functions, ideally in Customer Success.
- Or
- 3+ years experience in network engineering, architecture, support, or network design capacity
- 2+ years experience working in Security/Healthcare/automotive/Retail/OT
- Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.
- Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.
A plus:
- Experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization.
- Experience implementing a security program within enterprise organization
- Familiarity with various Healthcare/IOT devices and manufacturers
- B.S in IT, IS, CS, MIS, (or equivalent degree) and/or relevant industry qualifications (CISSP, Security +,CEH) desired
- Familiarity/Experience in Cyber Security i.e Endpoint, SOAR, SIEM
- Linux Operating System basic operation and troubleshooting (i.e. Redhat Linux / CentOS)
- Networking (LAN/WAN, Routing/Switching protocols, Network Security)
- Additional European languages
The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.
Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.