Customer Success Manager - APAC

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 stay safe and secure 24/7.

Armis is a privately held company headquartered in California.

Location: This is a 100% remote position for those based in Mumbai, India 

Who we are:

We are THE Asset Intelligence Cybersecurity Company. Armis specializes in protecting enterprises from the ever-evolving threat landscape. Our innovative platform is designed to discover, monitor, and secure all connected devices within an organization, providing unparalleled visibility and control. With a focus on IoT (Internet of Things) security, Armis is at the forefront of safeguarding businesses against cyber threats.

We See, Protect and Manage all physical and virtual assets, whether they're IT, OT, IoT or medical, from the ground to the cloud. Ensuring that the entire attack surface is both defended and managed in real time.

The role:

We are looking for a Customer Success Manager’s (CSM) to join our growing Customer Success Team in APAC, who are a key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in Armis. This will include helping identify new use cases and growth opportunities by informing the customer of our latest innovations and capabilities, and match these to the clients’ business goals, while also identifying revenue opportunities. The 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 about 25-30 accounts throughout their lifecycle with Armis.
• Build strong customer relationships by engaging early as the customer transitions from POV to deployment. Work with customer and Armis account team to define success plan and strategy to meet customer’s objectives. Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalised state.
• Responsible for overall health and retention of the assigned customers, maximising customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
• Deliver quarterly executive level briefings to each customer, articulating value and aligning with customer objectives.
• Measure and monitor customer’s achievement of critical and key performance indicators, reporting both 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 (Weekly, Monthly, Quarterly) 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.

Min Requirements:

• Fluency in English is a must
• 6+ years experience in a related function with direct customer advocacy and engagement experience in post-sales, professional services or client management functions, ideally in Customer Success.
• 2+ years experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organisation.

You also... 

• Possess exceptional verbal, written, social, presentation, and interpersonal skills.
• 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.
• Ability to manage multiple priorities while delivering consistent outcomes.
• Prior experience conducting QBR's to customers and discussing pros and cons of implementing various solutions/technologies and their business value.
• Knowledge of enterprise IT/IoT infrastructures and configuration, including support and security operations.
• CISM, CISA, CISSP are helpful.

We know there is a lot to consider when applying for a new job, and quite often job descriptions provide a lot of detail for candidates… but here at Armis, we strongly encourage you to try to avoid the ​​confidence gap​.​​ We don’t expect you to meet each of the listed requirements perfectly to be considered for any of our roles.

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.

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