Director, Customer Success

ArmorCode is on a mission to supercharge security teams with a new model to reduce risk and burn down critical security tech debt. With its AI-powered ASPM platform, ArmorCode integrates with all your security scanners across applications, infrastructure, containers, and cloud to unify and normalize findings, correlates them with business context and threat intel through adaptive risk scoring, and orchestrates security workflows to empower developers to remediate issues without disrupting their flow. ArmorCode delivers unified visibility, AI-enhanced prioritization, 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 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. ArmorCoders believe in 5 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.

Role Summary

The Director, Customer Success is a vital, hands-on leadership role responsible for the overall success, health, and growth of a dedicated portfolio of customer accounts.

You will manage a set of accounts directly while leading and mentoring a cross-functional team consisting of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs).

You will ensure coordinated execution to drive maximum customer value and business retention and will be directly accountable for achieving high Net Retention Rate (NRR) and Gross Retention Rate (GRR) targets for the portfolio.

You will partner closely with Product, Engineering, Sales, and Support to accelerate customer value, influence roadmap decisions, and continuously improve operational excellence.

Core Responsibilities

1. Lead Retention & Growth Strategy: Drive the overall post-sales strategy, focused on maximizing NRR, securing timely renewals, and identifying significant upsell/cross-sell opportunities across the portfolio of accounts handled.
2. Team Management: Directly manage and coach a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). Guide CSMs on effective renewal management, executive relationship building, and strategic Account Plan creation. Simultaneously, provide technical guidance to CSEs on platform configuration, workflow automation, and AppSec best practices.
3. Manage Multi Level Relationship with Customers -  Ensure multi level relationships are built with Customers, and level 1 grievances by senior stakeholders at Customers are addressed.
4. Operational Excellence: Oversee all customer success activities, including deployment, adoption, defining success criteria, and executing a robust Quarterly Business Review (QBR) cadence.
5. Risk Management & Health: Proactively monitor customer health scores, identify accounts at risk, and lead the development and execution of recovery plans to ensure sustained satisfaction and platform utilization.
6. Customer Advocacy: Act as the voice of the customer, efficiently managing the feedback loop by prioritizing feature requests and escalating issues to Product and Engineering teams.
7. Team Leadership & Development: Mentor team members, manage performance, and conduct weekly portfolio syncs focused on progress, alignment, and problem-solving to ensure a high-performing, self-sufficient unit.

Minimum Qualifications

• Substantial experience (12+ years total, 5+ years managing a team) in a leadership role within a Security SaaS Customer Success environment.
• Strong knowledge of the Application Security and Vulnerability Management domain.
• Proven proficiency with AI tools and prior, hands-on experience utilizing CRM and Customer Success (CS) management platforms (e.g., Salesforce, Hubspot, Vitally, Gainsight, Totango, etc.)
• Demonstrated ability to lead a team in a fast-paced, high-growth environment.
• Relevant professional certificatio