Director, Project Management

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.
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 industrys 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.
As Director, Customer Success, you will own the end-to-end customer journey for ArmorCodes enterprise security customers — from onboarding and adoption through renewal, expansion, and advocacy. Youll 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.
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.
Customer Retention & Growth
Partner with Sales on expansion and renewal strategy, driving upsell and cross-sell motions.
Design and execute proactive engagement strategies to identify and capitalize on expansion opportunities early in the customer lifecycle.
Establish C-level engagement frameworks to ensure customers view ArmorCode as a strategic partner.
Customer Success Management
Own the global Customer Success strategy and operations, ensuring world-class responsiveness, resolution times, and customer satisfaction.
Define and track SLAs (first response, time-to-resolution, backlog management) and ensure performance meets or exceeds benchmarks.
Implement scalable support models (tiered support, self-service, knowledge base, AI/automation).
Build escalation paths that ensure seamless collaboration between Support, Engineering, and Customer Success.
Drive continuous improvement by analyzing support tickets to identify systemic issues and feeding insights into Product and CS.
Customer Onboarding and Training
Develop the training and adoption strategy for customers.
Drive new feature adoption and manage release planning alongside Engineering and Product.
Define metrics and dashboards to monitor adoption health across accounts.
Utilize customer data and analytics to assess customer behavior, usage patterns, and overall satisfaction, building the right adoption and product-usage dashboards.
Spearhead proactive adoption campaigns, utilizing predictive modeling and AI-driven alerts to intervene before churn risks materialize.
Customer Advocacy and Community
Build formal advocacy programs — advisory boards, case studies, references, and peer communities.
Ensure customers become champions within their industries and referenceable for new sales opportunities.
Serve as the voice of the customer to executive leadership, influencing product, sales, and marketing strategy.
Partner with Product and Engineering to influence roadmap priorities based on customer needs and adoption blockers.
Drive product roadmap through a mix of customer support data analytics and customer feedback loops.
Lead a team of Customer Success team members (US and India).
Create repeatable processes for enterprise account management, QBRs, and executive engagement.
Champion an AI-first mindset within the team, training and enabling CSMs to leverage AI tools and methodologies for improved efficiency and customer outcomes.
Minimum 15+ years in Enterprise Customer Success, of which at least 10+ years are in a SaaS environment.
Proven experience in a customer success leadership role within the technology or cybersecurity industry, preferably with exposure to large enterprise accounts and complex customer landscapes.
Experience managing Customer Success or similar organizations in an enterprise SaaS environment.
predictive analytics, automated workflows, LLM-assisted communication) within a Customer Success organization.
Deep understanding of customer lifecycle management, renewal, and expansion motions, with a heavy focus on proactive strategies.
Strong process optimization and operational rigor across customer engagement workflows, escalation processes, knowledge base, and self-service adoption strategy.
Track record of building high-performing teams and creating scalable processes.
Bachelors degree in Business, Computer Science, or a related field; Data-driven leader with experience using CS platforms (Gainsight, Vitally, etc.).
Demonstrated success in upselling, driving customer growth, and achieving revenue targets.
Strong analytical skills with the ability to break down data, identify patterns, and derive actionable insights.
Understanding of customer success operations tooling (Gainsight, Vitally, Salesforce, AI-driven adoption platforms).
Understands the capabilities, limitations, and practical applications of generative AI and machine learning in a B2B SaaS context.
Detail-oriented and intellectually curious, with a natural instinct for building relationships. You operate as a true player-coach with a problem-solving mindset and strategic thinking, and you bring the resilience to manage conflict effectively. Career Growth Opportunities:
We understand the importance of a healthy work-life balance, offering flexible hours and remote work options to promote a sustainable lifestyle.
We offer competitive salaries and performance-based bonuses, recognizing and rewarding the hard work and dedication of our team.
Our benefits package includes health insurance for employees and dependents, to support the overall well-being of our employees. Diversity and Inclusion:
We are committed to diversity and inclusion, striving to create an environment where all employees feel valued, respected, and empowered.
Join ArmorCode and lead the charge in reducing signal fatigue, prioritizing risk and streamlining key cybersecurity workflows. Apply today to be part of a close-knit team, dedicated to democratizing software security and helping build the safest software possible.
We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected category.