Director Customer Success Operations

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. With its AI-powered ASPM Platform, driven by over 15 billion findings from over 260 ecosystem integrations, ArmorCode delivers a single, unbiased view of your risk across applications, infrastructure, containers, and cloud. ArmorCode unifies and normalizes findings, correlates them with business context and threat intel through adaptive risk scoring, and orchestrates security workflows to empower users to easily remediate issues. ArmorCode delivers unified visibility, AI-enhanced prioritization, remediation and scalable automation for customers so they can realize a complete understanding of risk, respond at scale, and collaborate more effectively.

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.‍

Our Values : At ArmorCode, we are more than just a technology company, we are a community of hungry, human, humble, hardworking, and honest individuals who take pride in helping companies of all sizes scale their security effectiveness by 10x, and maximize their ROI on existing security investments with ArmorCode. 

Responsibilities

Job Summary

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.

Detailed Roles and Responsibilities

Customer Success Strategy 

• 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.

Customer Success Planning

• 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.

Customer Health & Analytics

• 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

Process Design & Optimization

• 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.
• Own voice of customer programs (NPS/CSAT tracking)  and drive improvements cross functionally based on customer feedback

Customer Success Tools & Technology Adoption

• Own and manage CS tools like Rocketlane, QuickSight, and Vitally to drive adoption and best practices. Train and support CS teams on tool utilization to improve efficiency and data-driven decision-making.
• Act as the primary admin for CS enablement platforms, ensuring seamless integrations with existing tech stacks.

Operational Support & Stakeholder Management

• Manage Rocketlane for program management, ensuring timely escalations and removing onboarding blockers. Oversee implementation reviews, ensuring structured internal and customer-facing evaluations.
• Manage and facilitate CS leadership meetings, project schedules, and stakeholder updates.
• Ensure effective cross-team collaboration with Sales, Product, Engineering, and Marketing.
• Track key initiatives, ensuring alignment between planned actions vs. actual execution.
• 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)

Capacity Planning & Team Productivity

• Assist in team capacity planning, ensuring balanced account allocations across CSMs/CSEs.
• Streamline account transitions for seamless handovers, minimizing disruptions.

CS Training & Enablement

• Identify common knowledge gaps and create training programs for CSMs and CSEs. Own and track 30-60-90 of new CS hires.
• Work with cross-functional teams to deliver CS enablement materials for improving customer interactions.
• Execute an effective enablement calendar to enhance product knowledge and best practices.

KPI’s for the Role

1. Net Revenue Retention (NRR)
2. Gross Revenue Retention (GRR)
3. Customer Health Score (CHS)
4. NPS
5. Onboarding CSAT
6. CS Efficiency (CSM/CSE per Account Ratio)

Why you will love it

• 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. You will have an option to 

• 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

Requirements

Qualifications

1. 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
2. Experience in B2B SaaS, preferably in Cybersecurity, DevOps, or ITSM.
3. Proficiency in CS tools like Vitally, Gainsight, Rocketlane, etc.
4. Strong analytical skills and experience using QuickSight, Looker, Tableau, or similar BI tools.
5. Knowledge of HubSpot, Salesforce, or other CRM systems.
6. Ability to optimize workflows and automate processes for scale.
7. Excellent project management and cross-functional collaboration skills.

Skills 

1. Data-driven mindset with the ability to analyse complex customer data.
2. Strong communication and stakeholder management skills.
3. Problem-solving and process improvement expertise.
4. High attention to detail and organizational skills.
5. Ability to apply AI in improving productivity and efficiency. 
6. Strong organization, prioritization, and project management skills

Behavioural Skills

1. Customer-Centric Approach
2. Proactive Problem-Solving
3. Cross-Functional Collaboration, Influencing Skills
4. Coachable
5. Ability to manage conflict, be a sparring partner to the CS team.