{"id":3098659,"url":"https://alion.io/job/armorcode-director-customer-success","title":"Director, Customer Success","company":{"id":177886,"name":"ArmorCode","domain":"armorcode.com","url":"https://alion.io/company/armorcode","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":154000,"max_usd":249000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":101},"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"LLM","optional":false},{"name":"Machine Learning","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-22T16:50:07Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-24T07:08:39Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About ArmorCode\nArmorCode delivers the Agentic Control Plane for Unified Exposure Management. The ArmorCode platform ingests findings from 400+ security tools, correlates them with business context in the Context Risk Graph, and puts Anya AI agents to work prioritizing, routing, and verifying fixes. Enterprises including Visa, PayPal, Volvo Group, and Johnson Controls use ArmorCode to remediate at machine speed and reduce risk fast.\nProcessing over 400 billion+ findings a year across hundreds of native integrations, ArmorCode unifies, prioritizes, and drives remediation across applications, cloud, code, infrastructure, and AI. Powered by Anya, the industry's first agentic AI framework for enterprise security, ArmorCode is trusted by global enterprises to reduce exposure and adopt AI and modern software practices with confidence, without replacing existing tools or forcing vendor consolidation.\nArmorCoders believe in five core values: Hungry. Humble. Hardworking. Honest. Human. Our organization is powered by exceptional professionals who bring fresh ideas and passion to their roles, believing that nothing is beyond reach when our \"5H\" principles are applied. In their work and professional relationships, ArmorCoders commit to excellence and experiences that leave an impression.\nAbout the Role\nAs 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.\nThis 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.\nWhat You'll Own\nCustomer Retention & Growth\nOwn and improve GRR and NRR, setting clear playbooks and KPIs.\nPartner with Sales on expansion and renewal strategy, driving upsell and cross-sell motions.\nDesign and execute proactive engagement strategies to identify and capitalize on expansion opportunities early in the customer lifecycle.\nEstablish C-level engagement frameworks to ensure customers view ArmorCode as a strategic partner.\nCustomer Success Management\nOwn the global Customer Success strategy and operations, ensuring world-class responsiveness, resolution times, and customer satisfaction.\nDefine and track SLAs (first response, time-to-resolution, backlog management) and ensure performance meets or exceeds benchmarks.\nImplement scalable support models (tiered support, self-service, knowledge base, AI/automation).\nBuild escalation paths that ensure seamless collaboration between Support, Engineering, and Customer Success.\nDrive continuous improvement by analyzing support tickets to identify systemic issues and feeding insights into Product and CS.\nDrive operational excellence in ticket resolution efficiency and turnaround time, continuously identifying opportunities to improve.\nCustomer Onboarding and Training\nDevelop scalable onboarding and adoption programs that ensure time-to-value and deepen product usage.\nDevelop the training and adoption strategy for customers.\nProduct Adoption and Value Realization\nDevelop and implement a product communication cadence and strategy, keeping clients updated on product updates, cybersecurity trends, and industry insights.\nDrive new feature adoption and manage release planning alongside Engineering and Product.\nDefine metrics and dashboards to monitor adoption health across accounts.\nUtilize customer data and analytics to assess customer behavior, usage patterns, and overall satisfaction, building the right adoption and product-usage dashboards.\nSpearhead proactive adoption campaigns, utilizing predictive modeling and AI-driven alerts to intervene before churn risks materialize.\nCustomer Advocacy and Community\nBuild formal advocacy programs - advisory boards, case studies, references, and peer communities.\nEnsure customers become champions within their industries and referenceable for new sales opportunities.\nCross-Functional Leadership\nServe as the voice of the customer to executive leadership, influencing product, sales, and marketing strategy.\nPartner with Product and Engineering to influence roadmap priorities based on customer needs and adoption blockers.\nDrive product roadmap through a mix of customer support data analytics and customer feedback loops.\nWork with Finance to forecast retention and expansion revenue.\nPartner with Marketing on advocacy.\nTeam Leadership\nLead a team of Customer Success team members (US and India).\nEnsure a motivated, collaborative, and well-connected team across continents.\nCreate repeatable processes for enterprise account management, QBRs, and executive engagement.\nChampion an AI-first mindset within the team, training and enabling CSMs to leverage AI tools and methodologies for improved efficiency and customer outcomes.\nWho You Are\nExperience & Qualifications\nMinimum 15+ years in Enterprise Customer Success, of which at least 10+ years are in a SaaS environment.\nProven experience in a customer success leadership role within the technology or cybersecurity industry, preferably with exposure to large enterprise accounts and complex customer landscapes.\nExperience managing Customer Success or similar organizations in an enterprise SaaS environment.\nExperience scaling CS organizations in $25M-$100M ARR companies.\nProven success driving GRR and NRR in enterprise SaaS with ACVs greater than $100K.\nDemonstrated experience implementing AI approaches or AI-driven tooling (e.g., predictive analytics, automated workflows, LLM-assisted communication) within a Customer Success organization.\nStrong executive presence and the ability to engage C-level stakeholders at Fortune 1000 companies.\nDeep understanding of customer lifecycle management, renewal, and expansion motions, with a heavy focus on proactive strategies.\nStrong process optimization and operational rigor across customer engagement workflows, escalation processes, knowledge base, and self-service adoption strategy.\nTrack record of building high-performing teams and creating scalable processes.\nBachelor's degree in Business, Computer Science, or a related field; Master's degree preferred.\nSkills\nA hands-on and entrepreneurial mindset, comfortable working in a startup/scale-up environment.\nData-driven leader with experience using CS platforms (Gainsight, Vitally, etc.).\nDemonstrated success in upselling, driving customer growth, and achieving revenue targets.\nExcellent interpersonal and communication skills, capable of engaging with stakeholders from diverse backgrounds.\nStrong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.\nUnderstanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms).\nHighly AI literate: Understands the capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context.\nPersonality Traits\nDetail-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.\nWhy You'll Love It\nCareer Growth Opportunities: We believe in promoting from within and provide career progression paths, enabling our employees to advance in their careers.\nWork-Life Balance: We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle.\nCollaborative Environment: Our company fosters a collaborative and inclusive workplace culture, where employees can collaborate and learn from each other's experiences.\nEmployee Recognition: We value and recognize the contributions of our team members through awards, employee of the month programs, and other forms of acknowledgment.\nCompetitive Compensation: We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team.\nComprehensive Benefits: Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. We encourage learning and skilling, and aid our employees to continuously upskill themselves.\nDiversity and Inclusion: We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered.\nJoin ArmorCode and lead the charge in reducing signal fatigue, prioritizing risk and streamlining key cybersecurity workflows. Apply today to be part of a close-knit team, dedicated to democratizing software security and helping build the safest software possible.\nEqual Opportunity\nArmorCode is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category. All qualified individuals are encouraged to apply and will receive consideration for employment regardless of their background or characteristics. 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