Customer Success Manager

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.
• Addre…