Senior Manager of Customer Success Management in London

• As Senior Manager, Customer Success, you will lead a team of Customer Success Managers who partner with customers to help them achieve meaningful business outcomes through the successful adoption and use of the Armis Platform
• You will support your team in building trusted customer relationships, understanding business priorities, identifying opportunities for growth, and proactively managing customer risk. You will also help establish consistent, scalable approaches to customer success that deliver long-term value
• This is a people leadership role that combines strategic thinking, customer advocacy, collaboration, and operational excellence
• Lead, support, and develop a team of Customer Success Managers working with strategic and enterprise customers
• Ensure your team serves as a trusted partner and primary point of contact following implementation
• Support the team in taking ownership of customer adoption, engagement, and critical issue management
• Build strong relationships with customer stakeholders and executive sponsors, helping them achieve their business objectives through effective adoption of the Armis Platform
• Partner with customers to identify relevant use cases, opportunities for value creation, and areas where the platform can address business and security priorities
• Collaborate with internal Armis teams to align customer activities with their business objectives, strategy, and desired outcomes
• Help customers understand new features, capabilities, and product releases, ensuring they can make the most of the platform
• Monitor adoption and utilisation trends and use customer insights, data, and business context to identify opportunities, risks, and areas for improvement
• Champion customer needs and feedback, helping ensure they are represented across the organisation
• Identify potential renewal risks early and work collaboratively with internal teams and customers to develop appropriate plans and solutions
• Partner with Product, Sales, Support, Professional Services, and other teams to create a consistent and positive customer experience
• Contribute ideas and improvements that make our customer success practices more effective, scalable, and inclusive
• Represent the voice of the customer and share insights that contribute to continuous improvement across the business, including product development
• Work closely with Sales to position and promote Customer Success and Success Services, supporting opportunities for expansion, renewal, and long-term partnership
• Help develop best practices, processes, and approaches that enable the Customer Success organisation to scale effectively

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

Familiarity with SaaS and customer success technologies such as Salesforce, Gainsight, or similar platformsExperience with process improvement, planning, decision-making, analysis, service excellence, and developing scalable ways of workingExperience collaborating with or working closely alongside Product Management teamsA collaborative leadership style and a willingness to contribute directly when neededStrong communication and relationship-building skills, including experience managing complex issues, prioritising competing needs, and supporting customers through challenging situations5+ years of experience in Customer Success, SaaS, cybersecurity, or a related technology environmentExperience with technical implementations or projects, preferably within IT, cybersecurity, networking, cloud services, endpoint management, or a related fieldA Bachelor’s degree, preferably in a technical or related discipline, or equivalent relevant experience5+ years of experience leading Customer Success teams supporting enterprise or strategic customersExperience supporting SaaS solutions in a pre-sales, post-sales, or customer success capacity

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