Customer Success Manager

Job Description

Job Description

At Armor, we are committed to making a meaningful difference in securing cyberspace. Our vision is to be the trusted protector and de facto standard that cloud-centric customers entrust with their risk. We strive to continuously evolve to be the best partner of choice, breaking norms and tirelessly innovating to stay ahead of evolving cyber threats and reshaping how we deliver customer outcomes. We are passionate about making a positive impact in the world, and we’re looking for a highly skilled and experienced talent to join our dynamic team.

Armor has unique offerings to the market so customers can a) understand their risk b) leverage Armor to co-manage their risk or c) completely outsource their risk to Armor.

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Summary

The Customer Success Manager (CSM) is the strategic owner of customer relationships across Armor’s managed services offerings. This role is accountable for ensuring customers achieve desired business outcomes through successful activation, optimization, and usage of Armor’s services. The CSM builds deep, trusted relationships across technical and executive stakeholders, aligning Armor’s capabilities to customer strategic goals. The CSM utilizes this alignment to drive long-term retention and expansion opportunities, cementing customers as advocates for Armor as a business partner.

The CSM acts as a business partner, blending technical understanding with commercial and industry insight to influence customer strategies, mitigate risk, and uncover new opportunities. Operating with high autonomy, the CSM orchestrates cross-functional teams, including SOC analysts, cloud engineers, solution consultants, and professional services, to deliver a unified, high-value customer experience.

The CSM is also instrumental in either managing or helping drive execution of programs and projects to enable the evolution and continual improvement of Armor’s products and services with a focus on driving customer success.

This role operates in a hybrid structure with on-site presence three days a week, specifically Tuesday, Wednesday, and Thursday, based in the Plano, Texas area.

Essential Duties and Responsibilities (Additional duties may be assigned as required)

Strategic Relationship Management

• Serve as the point of contact for strategic and enterprise-level customers.
• Build technical and executive-level relationships and maintain multi-threaded engagement across technical, operational, and business stakeholders.
• Develop and execute strategic account plans aligned to customer business objectives.

Business Understanding & Outcome Alignment

• Gain deep insight into the customer’s industry, market position, compliance landscape, and key business drivers.
• Map Armor services to specific business outcomes such as growth enablement, operational efficiency, and risk reduction.
• Facilitate joint success planning with clearly defined metrics and milestones.

Lifecycle Ownership

• Oversee the full customer lifecycle from onboarding and activation through renewal and expansion.
• Drive continuous optimization by leveraging service insights, industry benchmarks, and proactive recommendations.
• Drive adoption of new Armor products, services, portals, and processes.
• Coordinate closely with Armor engineering, support, and SOC teams to address customer needs while also planning and facilitating Armor’s routine technology management work including upgrades, migrations, and maintenance activities.
• Lead or actively support the execution of internal or customer-facing programs and projects that enhance the Customer Success function, ensuring they are delivered on time and aligned with strategic goals.

Technical & Service Expertise

• Maintain deep knowledge of Armor’s workflows, SOC processes, threat detection methodologies, and reporting capabilities.
• Understand Armor Enterprise Cloud architecture, performance metrics, compliance reporting, and security configurations.
• Correlate security and hosting performance data to provide holistic recommendations.

Risk Management & Retention

• Monitor account health through usage data, performance metrics, and customer feedback.
• Identify and mitigate churn risks early through proactive engagement.
• Address escalations promptly, engaging cross-functional resources as needed.

Advocacy & Growth Enablement

• Identify and cultivate customer advocates for case studies, references, and joint marketing initiatives.
• Spot expansion opportunities across Armor's product and services portfolios and position them as strategic enablers.
• Support the sales team in renewal and expansion motions with strong business cases.

Success Measures

• Retention rate and reduced churn among strategic accounts.
• Expansion of Armor’s footprint within customer environments.
• Growth in customer advocacy and public references.
• Improved customer satisfaction scores and NPS.

REQUIRED SKILLS

• Strategic Partner: Operates as an extension of the customer’s leadership team.
• Business Outcome Focused: Frames Armor’s value in terms of ROI, efficiency gains, and risk mitigation.
• Cross-Functional Leader: Coordinates internal and external resources seamlessly.
• Analytical & Data-Driven: Leverages metrics to inform recommendations and strategy.
• Executive Communicator: Adapts messaging for technical teams through to C-suite.
• Proactive & Growth-Minded: Anticipates needs and identifies new opportunities.
• Preferred experience:
  1. 5+ years of experience in customer success, account management, or related roles within managed services, cloud hosting, or cybersecurity SaaS.
  2. Proven track record managing strategic or enterprise-level accounts with measurable retention and growth results.
  3. Understanding of cybersecurity concepts, SOC operations, and cloud infrastructure.
  4. Demonstrated ability to interpret and present technical data in business terms.
• Ability to travel to customer sites, anticipated to be no more than 15%.

WHY ARMOR Join Armor if you want to be part of a company that is redefining cybersecurity. Here, you will have the opportunity to shape the future, disrupt the status quo, and be a part of a team that celebrates energy, passion, and fresh thinking. We are not looking for someone who simply fills a role – we want talent who will help us write the next chapter of our growth story.

Armor Core Values:

• Commitment to Growth: A growth mindset that encourages continuous learning and improvement with adaptability in the face of challenges.
• Integrity Always: Sustain trust through transparency + honesty in all actions and interactions regardless of circumstances.
• Empathy In Action: Active understanding, compassion and support to the needs of others through genuine connection.
• Immediate Impact: Taking initiative with swift, informed actions to deliver positive outcomes.
• Follow-Through: Dedication to delivering finished results with attention to quality and detail to achieve the desired outcomes.

Benefits Overview
Armor offers a strong total rewards package designed to support employees’ health, well-being, and financial future. U.S. team members enjoy comprehensive benefits including medical, dental, and vision insurance, life and disability coverage, paid time off, and professional development support. The company’s retirement plan includes a 401(k) with employer matching contributions, helping employees build long-term savings as part of their financial planning. Many roles also offer tuition reimbursement and work-life balance perks like flexible schedules and remote work options.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. The work environment can be either in an office setting or remotely from anywhere.

Equal opportunity employer - it is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.