<h2><strong>About ArmorCode</strong></h2> <p>ArmorCode delivers the Agentic Control Plane for Unified Exposure Management. The ArmorCode platform ingests findings from 400+ security tools, correlates them with business context in the Context Risk Graph, and puts Anya AI agents to work prioritizing, routing, and verifying fixes. Enterprises including Visa, PayPal, Volvo Group, and Johnson Controls use ArmorCode to remediate at machine speed and reduce risk fast.</p> <p>Processing over 400 billion+ findings a year across hundreds of native integrations, ArmorCode unifies, prioritizes, and drives remediation across applications, cloud, code, infrastructure, and AI. Powered by Anya, the industry's first agentic AI framework for enterprise security, ArmorCode is trusted by global enterprises to reduce exposure and adopt AI and modern software practices with confidence, without replacing existing tools or forcing vendor consolidation.</p> <p>ArmorCoders believe in five core values: <strong>Hungry. Humble. Hardworking. Honest. Human.</strong> 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.</p> <p><strong>About the Role</strong></p> <p>As Director, Customer Success, you will own the end-to-end customer journey for ArmorCode's enterprise security customers — from onboarding and adoption through renewal, expansion, and advocacy. You'll lead a global organization spanning Customer Success (US and India), setting the strategy, playbooks, and operational rigor that turn customers into long-term partners and champions of the ArmorCode platform. You will bring an AI-first mindset to the role, leveraging automation and AI-driven insights to proactively engage customers, accelerate adoption, and uncover expansion opportunities.</p> <p>This is a hands-on leadership role for someone who thrives in a fast-moving, scale-up environment and is equally comfortable setting strategy with the C-suite and rolling up their sleeves on the details that drive GRR, NRR, and customer trust.</p> <p><strong>What You'll Own</strong></p> <p><strong><em>Customer Retention & Growth</em></strong></p> <ul> <li>Own and improve GRR and NRR, setting clear playbooks and KPIs.</li> <li>Partner with Sales on expansion and renewal strategy, driving upsell and cross-sell motions.</li> <li>Design and execute proactive engagement strategies to identify and capitalize on expansion opportunities early in the customer lifecycle.</li> <li>Establish C-level engagement frameworks to ensure customers view ArmorCode as a strategic partner.</li> </ul> <p><strong><em>Customer Success Management</em></strong></p> <ul> <li>Own the global Customer Success strategy and operations, ensuring world-class responsiveness, resolution times, and customer satisfaction.</li> <li>Define and track SLAs (first response, time-to-resolution, backlog management) and ensure performance meets or exceeds benchmarks.</li> <li>Implement scalable support models (tiered support, self-service, knowledge base, AI/automation).</li> <li>Build escalation paths that ensure seamless collaboration between Support, Engineering, and Customer Success.</li> <li>Drive continuous improvement by analyzing support tickets to identify systemic issues and feeding insights into Product and CS.</li> <li>Drive operational excellence in ticket resolution efficiency and turnaround time, continuously identifying opportunities to improve.</li> </ul> <p><strong><em>Customer Onboarding and Training</em></strong></p> <ul> <li>Develop scalable onboarding and adoption programs that ensure time-to-value and deepen product usage.</li> <li>Develop the training and adoption strategy for customers.</li> </ul> <p><strong><em>Product Adoption and Value Realization</em></strong></p> <ul> <li>Develop and implement a product communication cadence and strategy, keeping clients updated on product updates, cybersecurity trends, and industry insights.</li> <li>Drive new feature adoption and manage release planning alongside Engineering and Product.</li> <li>Define metrics and dashboards to monitor adoption health across accounts.</li> <li>Utilize customer data and analytics to assess customer behavior, usage patterns, and overall satisfaction, building the right adoption and product-usage dashboards.</li> <li>Spearhead proactive adoption campaigns, utilizing predictive modeling and AI-driven alerts to intervene before churn risks materialize.</li> </ul> <p><strong><em>Customer Advocacy and Community</em></strong></p> <ul> <li>Build formal advocacy programs — advisory boards, case studies, references, and peer communities.</li> <li>Ensure customers become champions within their industries and referenceable for new sales opportunities.</li> </ul> <p><strong><em>Cross-Functional Leadership</em></strong></p> <ul> <li>Serve as the voice of the customer to executive leadership, influencing product, sales, and marketing strategy.</li> <li>Partner with Product and Engineering to influence roadmap priorities based on customer needs and adoption blockers.</li> <li>Drive product roadmap through a mix