Manager, Customer Success Operations

Armis is looking for a few of the very best people in their field to join our A-team of big thinkers, doers, movers, and shakers. This unique opportunity truly offers the best of all worlds—start up culture, enterprise level benefits and security, and top pay for the industry. Got your attention yet? Good, keep reading, it only gets better.

Ok, so what exactly does Armis do?

Connected assets are growing at an explosive rate, across every industry and every geo. In today’s world of smart devices and BYOD, these assets come from every direction and are found in every possible environment and industry. And they’re critical to success for every enterprise. And because every single asset represents a very real potential vulnerability, they’re also the last line of defense against today’s sophisticated cyber criminals. 

Armis gives companies of every size—across every industry and geo—complete asset visibility, contextual intelligence, and continuous security. We have partnerships and integrations with the planet’s leading tech and cybersecurity players. And we’re building an incredibly smart and diverse global team of thought-leading technologists, creative visionaries and proven game changers who are ready to take Armis to the next level.

Manager, Customer Success Operations 

Location: This is a 100% remote position and we are considering candidates from any major city in the USA

We are seeking an experienced and visionary Manager, Customer Success Operations to lead our CS Operations team. This leader will play a pivotal role in transforming our customer success organization into a more metrics-driven, efficient, and scalable entity. The ideal candidate will have extensive experience in supporting and scaling customer success teams of similar or larger sizes. They must possess a clear vision of the potential and impact of CS operations and the ability to establish strong foundational processes that elevate the organization's maturity. Strong project management skills, attention to detail, a passion for technology, a technical background, and a natural curiosity are essential for achieving the desired results.

What you will do

• Metrics-Driven Leadership: Develop and implement metrics and KPIs to drive performance and accountability within the customer success team, collaborating with CS leadership.
• Strategic Vision: Provide a clear and compelling vision for CS operations, aligning with the overall goals and strategy of the customer success organization.
• Headcount Planning: Strategically plan and manage headcount to ensure optimal support and efficiency without significant team growth
• Tool and Software Optimization: Evaluate and ensure that the tools and software used by the CS team are enhancing efficiency and effectiveness.
• Project Management: Lead and manage departmental and cross-departmental projects to drive strategic initiatives and improve processes.
• Foundation Building: Introduce best practices and establish and strengthen foundational processes and systems to elevate the maturity and effectiveness of the CS operations function.
• Continuous Improvement: Identify opportunities for process improvements and implement changes to drive efficiency and effectiveness.
• Collaboration: Work closely with other departments, including product, engineering, and sales, to ensure alignment and effective cross-functional initiatives.
• Manage and optimize the full CS technology stack, including Gainsight administration

Who we are looking for

• Proven experience in a leadership role within customer success operations, preferably in a high-touch product environment, of 3+ years
• Experience supporting and scaling customer success organizations of similar or larger sizes.
• Strong metrics-driven approach with the ability to develop and implement effective KPIs.
• Excellent project management skills, with a track record of successfully leading and completing complex projects.
• Strategic thinker with the ability to develop and communicate a clear vision for CS operations.
• Ability to do more with less, effectively managing resources and driving efficiency.
• Strong interpersonal and communication skills, with the ability to build relationships and collaborate effectively across departments.
• Proven ability to thrive in a fast-paced environment, delivering swift and effective results amidst evolving objectives. Demonstrated capacity to achieve rapid outcomes and avoid prolonged project timelines.
• Bachelor's degree in a relevant field or equivalent experience; advanced degree preferred.

Salary range guidance for this position is:  <