Technical Customer Success Manager (T.CSM)

Armis Security; Nuevo León; Híbrido; USD 60,000 - 100,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Technical Customer Success Manager to enhance customer engagement and satisfaction. In this pivotal role, you will manage a portfolio of accounts, ensuring clients realize maximum value from their investment. You will collaborate with cross-functional teams to facilitate the successful adoption of the platform, driving customer success through strong relationships and technical expertise. This position offers a unique opportunity to work in a hybrid environment, balancing professional growth with personal well-being. Join a diverse and inclusive team dedicated to making a significant impact in the cybersecurity landscape.

Servicios

Comprehensive Health Benefits

Discretionary Time Off

Paid Holidays

Monthly 'Me' Days

Inclusive Workplace

Formación

• 3+ years in customer-facing roles with engagement experience in post-sales.
• Strong technical skills and ability to resolve problems quickly.

Responsabilidades

• Manage up to 40 accounts, ensuring customer satisfaction and retention.
• Guide customers through implementation and operationalization of the platform.

Conocimientos

Customer Advocacy

Technical Problem Solving

Project Management

Relationship Building

Communication Skills

Security Knowledge

Educación

Bachelor's Degree

Herramientas

Gainsight

Descripción del empleo

Technical Customer Success Manager (T.CSM)

Armis, the cyber exposure management & security company, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. In a rapidly evolving, perimeter-less world, Armis ensures that organizations continuously see, protect and manage all critical assets - from the ground to the cloud. Armis secures Fortune 100, 200 and 500 companies as well as national governments, state and local entities to help keep critical infrastructure, economies and society safe and secure 24/7.

Armis is a privately held company headquartered in California.

(Hybrid 2 days in office/ 3 days remote)

We are looking for a Technical Customer Success Manager (T.CSM) to join our growing Customer Success Team, who are key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals, and identifying growth opportunities by informing the customer of our latest innovations, capabilities, and products and matching these to the clients’ business goals. In addition, the T.CSM will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The T.CSM serves as the business liaison between the customer and all cross-functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others.

Responsibilities:

• Manage a portfolio of up to 40 accounts throughout their lifecycle with Armis.
• Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment. Work with customer and Armis account teams to define success plans and strategy to meet customer’s objectives.
• Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.
• Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
• Report Risks and Wins internally to Armis account team and externally to account sponsors and executives.
• Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.
• Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status.
• Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
• Maintain current functional and technical knowledge of the Armis platform and future products.
• Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security posture.
• Build trusted relationships with relevant, technical users and manage stakeholders within assigned accounts.
• Serve as a customer advocate to guide other resources at Armis towards achieving customer goals.
• Ensure customer deployment and configuration align with business use cases. Validate that use cases are appropriately captured and delivered in a timely manner.
• Maintain knowledge of 3rd Party solutions and integrations/interoperability with the Armis platform within the assigned customer environments.
• Provide technical subject matter expertise where applicable aligned to the expected proficiency.

Min Requirements:

• Fluent in English language to support US based accounts.
• Possess exceptional verbal, written, social, presentation, and interpersonal skills.
• 3+ years experience in a related function with direct customer facing, advocacy and engagement experience in post-sales, systems engineering, professional services or client management functions, ideally in Customer Success.
• 2+ years experience working in Security and/or Networking.
• Strong technical and problem-solving skills coupled with the ability to provide quick resolution to problems.
• Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.
• Experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization.
• 3+ years of experience in a relationship building role including service delivery or account management in a post and/or pre-sales environment.
• Previous experience in one or many verticals - Healthcare/automotive/SLED/FED/Retail.
• Experience implementing a security program in an enterprise organization.

The choices you make in your career journey matter. You want to do interesting work in an important field while also having time to live your life, which is why we place so much value in your life-work balance. Armis sets you up for success with comprehensive health benefits, discretionary time off, paid holidays including monthly me days, and a highly inclusive and diverse workplace. Put your unique experiences and perspective to work in an environment where they will enable you to thrive, grow, and live your life with integrity.

Armis is proud to be an equal opportunity employer. We never discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected (or not) status. In compliance with federal law, all persons hired will be required to submit satisfactory proof of identity and legal authorization.