Customer Operations Manager, Customer Success & Delivery Assurance

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.

About the Role: 

Armis seeks a Customer Operations Manager to help us scale our growing Customer Success and Delivery Assurance functions. In this role, you’ll be a key strategic partner to leadership, using your analytical skills to surface insights and build scalable processes that support high-performing teams. We're seeking someone who can drive initiatives independently and proactively find ways to improve customer and business outcomes.

Strategy

• Partner with Customer Success and Delivery Assurance leadership to shape the future of both functions by anticipating scaling challenges, operational bottlenecks, and emerging customer needs.
• Collaborate with enablement to maintain a toolkit that enables each member to deliver consistent, high-quality customer experiences — including standardized processes and templates for internal & customer meetings
• Design and refine customer journey touchpoints, internal workflows, and engagement models that optimize capacity and drive measurable value.
• Identify gaps in process or execution, emerging trends in customer challenges, and proactively develop remediation strategies to improve outcomes and efficiency.
  
  

Data & Insights

• Develop a deep understanding of key metrics driving the Customer Success and Delivery Assurance strategy and convert complex data into actionable insights.
• Track and analyze leading indicators of customer health, deployments, adoption, and retention; provide clear reporting and recommendations to leadership.
• Proactively identify pockets of risk (e.g., stalled implementations, low engagement) and opportunity (e.g., expansion potential, power user behavior) through a combination of systems data and qualitative feedback.
• Ensure data accuracy and consistency across key systems (e.g., Salesforce, Gainsight, Deployment Trackers); implement routines and controls to uphold data integrity and compliance.
• Act as a bridge between business and data teams, translating business requirements into digestible dashboards and effectively communicating complex data insights across both departments.
  
  

Process & Tools

• Manage end-to-end operations and programs, encompassing reporting, tooling, systems management, and special projects, to ensure efficient day-to-day functioning for both teams.
• Build, iterate, and document scalable processes that increase efficiency, accountability, and repeatability across the teams.
• Maintain a central knowledge base of team operations and best practices; ensure ongoing team alignment and adoption of new systems and processes.
• Manage and maintain Gainsight, our Customer Success platform. This involves building, adjusting, and documenting playbooks, emails, success plans, and the C360 dashboard to optimize team workflows.

What We Expect

• 5-7+ years in Post-Sales Operations, Customer Team Operations, Business Operations, GTM Strategy & Operations, with at least 3 years supporting a Customer Success organization.
• Proven ability to design, implement, and scale processes across a growing team.
• Analytical mindset with strong attention to detail — able to extract insights from complex data and make clear recommendations.
• Familiarity with Customer Success & Delivery platforms and metrics (e.g., Gainsight, Tontango, Pendo, Salesforce, health scores, NRR, time-to-value).
• Strong project management and cross-functional collaboration skills.
• Clear and persuasive communicator with the ability to drive clarity and alignment across stakeholders.
• Self-starter who can operate with autonomy and maintain momentum in fast-paced, evolving environments.