Customer Success Manager

About the role

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Monitor account health through usage data, performance metrics, and customer feedback.
• Identify and mitigate churn risks early through proactive engagement.
• Address escalations promptly, engaging cross-functional resources as needed.
• Identify and cultivate customer advocates for case studies, references, and joint marketing initiatives.
• Spot expansion opportunities across Armor's product and services portfolios and position them as strategic enablers.
• Support the sales team in renewal and expansion motions with strong business cases.

Requirements

Required skills:

• Strategic Partner: Operates as an extension of the customer’s leadership team.
• Business Outcome Focused: Frames Armor’s value in terms of ROI, efficiency gains, and risk mitigation.
• Cross-Functional Leader: Coordinates internal and external resources seamlessly.
• Analytical & Data-Driven: Leverages metrics to inform recommendations and strategy.
• Executive Communicator: Adapts messaging for technical teams through to C-suite.
• Proactive & Growth-Minded: Anticipates needs and identifies new opportunities.

Preferred experience:

• 5+ years of experience in customer success, account management, or related roles within managed services, cloud hosting, or cybersecurity SaaS.
• Proven track record managing strategic or enterprise-level accounts with measurable retention and growth results.
• Understanding of cybersecurity concepts, SOC operations, and cloud infrastructure.
• Demonstrated ability to interpret and present technical data in business terms.
• Ability to travel to customer sites, anticipated to be no more than 15%.

Qualifications

Qualifications:

• Education: Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field.
• Experience: 5+ years of experience in customer success, account management, or related roles within managed services, cloud hosting, or cybersecurity SaaS.
• Technical Skills: Deep knowledge of Armor’s workflows, SOC processes, threat detection methodologies, and reporting capabilities.
• Soft Skills: Proven track record managing strategic or enterprise-level accounts with measurable retention and growth results.
• Industry Knowledge: Understanding of cybersecurity concepts, SOC operations, and cloud infrastructure.
• Communication: Demonstrated ability to interpret and present technical data in business terms.
• Travel: Ability to travel to customer sites, anticipated to be no more than 15%.

Skills

Skills:

• Customer Relationship Management
• Account Management
• Strategic Planning
• Project Management
• Technical Consultation
• Business Analysis
• Customer Advocacy
• Program Management
• Change Management
• Collaboration
• Problem Solving
• Communication
• Leadership
• Teamwork
• Adaptability
• Problem Identification
• Decision Making
• Process Improvement
• Stakeholder Engagement
• Performance Metrics
• ROI Analysis
• Customer Satisfaction
• Retention Strategies
• Expansion Opportunities
• Joint Marketing Initiatives
• Case Studies
• References

Benefits

Armor offers a strong total rewards package designed to support employees’ health, well-being, and financial future. U.S. team members enjoy comprehensive benefits including medical, dental, and vision insurance, life and disability coverage, paid time off, and professional development support. The company’s retirement plan includes a 401(k) with employer matching contributions, helping employees build long-term savings as part of their financial planning. Many roles also offer tuition reimbursement and work-life balance perks like flexible schedules and remote work options.

Pay

Salary range: $80,000 - $120,000 annually, commensurate with experience.

Schedule

Hybrid structure with on-site presence three days a week, specifically Tuesday, Wednesday, and Thursday, based in the Plano, Texas area.

Why Armor?

Join Armor if you want to be part of a company that is redefining cybersecurity. Here, you will have the opportunity to shape the future, disrupt the status quo, and be a part of a team that celebrates energy, passion, and fresh thinking. We are not looking for someone who simply fills a role – we want talent who will help us write the next chapter of our growth story.

Armor Core Values

• Commitment to Growth: A growth mindset that encourages continuous learning and improvement with adaptability in the face of challenges.
• Integrity Always: Sustain trust through transparency + honesty in all actions and interactions regardless of circumstances.
• Empathy In Action: Active understanding, compassion and support to the needs of others through genuine connection.
• Immediate Impact: Taking initiative with swift, informed actions to deliver positive outcomes.
• Follow-Through: Dedication to delivering finished results with attention to quality and detail to achieve the desired outcomes.

Equal Opportunity Employer

Armor is an equal opportunity employer and is committed to providing an inclusive and welcoming environment for all. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status and it is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.