Director of Customer Success: AI-Driven Retention & Remote

Cervin; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

ArmorCode is seeking a Director of Customer Success to own the end-to-end journey for enterprise clients, spanning onboarding, adoption, renewal, expansion, and advocacy. You will lead a global CS organization across the US and India, setting strategy and scalable playbooks, leveraging AI-driven insights to accelerate value realization.

You will engage C-level with a focus on GRR/NRR and drive continuous improvement across onboarding, product adoption, and customer outcomes in a fast-moving

Qualifications

• 15+ years in Enterprise Customer Success; 10+ years in SaaS.
• Leadership in CS within technology or cybersecurity.
• Experience scaling CS in $25M–$100M ARR environments.
• Proven success driving GRR and NRR improvements.

Responsibilities

• Own global CS strategy and operations across regions.
• Define SLAs, improve time-to-resolution and satisfaction.
• Drive AI-enabled adoption, proactive engagements, and expansion.
• Partner with Product/Engineering on roadmap feedback.
• Lead enterprise account management, QBRs, and exec engagement.

Skills

Data-driven

Upselling

CS platforms

AI-literate

Communication

Education

Bachelor/Master degree

Tools

Gainsight

Salesforce

Vitally

AI tools

Job description

ArmorCode is seeking a Director of Customer Success to own the end-to-end journey for enterprise clients, spanning onboarding, adoption, renewal, expansion, and advocacy. You will lead a global CS organization across the US and India, setting strategy and scalable playbooks, leveraging AI-driven insights to accelerate value realization.

You will engage C-level with a focus on GRR/NRR and drive continuous improvement across onboarding, product adoption, and customer outcomes in a fast-moving