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Team Lead, Customer Success

San José, San José, Costa Rica

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.

Hybrid  ( 3 days per week)

Role Overview

We are seeking a Team Lead, Customer Success  program to scale customer engagement and retention through automation, digital programs, and light-touch customer interactions. This role blends leadership and hands-on execution—building digital-first playbooks, coaching Customer Success Associates, and driving measurable customer outcomes at scale.

Key Responsibilities

  • Lead and mentor a team of Customer Success Associates focused on tech touch and digital engagement.
    • Establish clear goals, metrics, and accountability for the team.
    • Foster a culture of customer-first engagement and continuous improvement.
    • Design and optimize digital-led customer journeys across lifecycle stages (onboarding, adoption, renewal).
    • Develop automated touchpoints, playbooks, and campaigns to increase product adoption and retention.
    • Partner with Marketing and Operations to deliver personalized at-scale programs (email campaigns, webinars, in-app guidance).
    • Monitor and analyze customer health scores, product usage, and adoption trends.
    • Use data to segment customers, prioritize engagement strategies, and refine playbooks.
    • Ensure escalations are handled efficiently, with clear processes and ownership.
    • Work closely with Sales, Product, and Support to align customer feedback with company initiatives.
    • Collaborate with Operations to improve tooling and reporting capabilities.
    • Provide insights to leadership on customer trends, risks, and opportunities.

Qualifications

  • 5+ years in Customer Success, Account Management, or related role; 2+ years in a leadership or team lead capacity.
    • Experience with tech touch / digital-led success models in SaaS.
    • Strong knowledge of customer health scoring, segmentation, and lifecycle management.
    • Proficiency in CS platforms (e.g., Gainsight, Salesforce, HubSpot).
    • Excellent communication, coaching, and project management skills.
    • Executive presence and strong interpersonal skills
    • Data-driven mindset with proven ability to scale impact through automation.
    • Ability to thrive in ambiguity and prioritize in fast-paced environments.
    • Proven experience working in highly variable environments or across multiple business units.


Nice to have
• Experience with cybersecurity, technology risk, or information security.
• Generalized knowledge across technical security domains, including: Application Security, Vulnerability Management, Cloud Security, Security Monitoring/Detection, and Endpoint management.

Success Metrics

  • Improved Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) in tech touch segment.
    • Increased product adoption and usage across digital-led accounts.
    • Measurable efficiency gains in customer engagement at scale.
    • Strong employee engagement and development within the team.

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.

Please click here to review our privacy practices.

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