Technical Customer Success Manager - Ireland
Department: Customer Team
Location: Dublin
We are looking for a
Technical Customer Success Manager (T.CSM)
to join our growing Customer Success Team.
The role focuses on helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in the Armis Platform.
The T.CSM will align new use cases to the CISO goals, identify growth opportunities by informing customers of our latest innovations, capabilities, and products, and match these to the clients' business goals.
The position requires hands-on technical delivery of the platform and configuration.
The T.CSM serves as the business liaison between the customer and cross-functional teams within Armis, including Executive, Product Management, Engineering, Sales, Training and Enablement.
Key Responsibilities
Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis.
Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment.
Work with customer and Armis account teams to define success plans and strategies to meet customer objectives.
Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.
Ensure overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
Report risks and wins internally to the Armis account team and externally to account sponsors and executives.
Understand customer product issues and feature requests to represent the appropriate priority and voice of the customer with the Armis product team.
Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, providing guidance, reviewing executive dashboards, opening issues, and communicating program status.
Deliver Executive Business Reviews to ensure alignment on goals and value realization.
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.
Drive up utilization of the Armis platform and recommend additional features to improve security posture.
Build trusted relationships with relevant technical users and manage stakeholders within assigned accounts.
Serve as a customer advocate to guide Armis resources toward achieving customer goals.
Validate customer deployment and configuration align with business use cases.
Validate that use cases are captured and delivered in a timely manner.
Maintain knowledge of 3rd party solutions and integrations/interoperability with the Armis platform within the customer environment.
Provide technical subject-matter expertise where applicable.
Collaborate with Engineering, Product, Support and Sales teams to drive account success.
Skills, Knowledge and Expertise
Exceptional verbal, written, social, presentation, and interpersonal skills.
5+ years of related experience with direct customer-facing advocacy and engagement in post-sales, systems engineering, professional services or client management, ideally in Customer Success.
3+ years of experience in network engineering, architecture, support, or network design.
2+ years of experience working in Security, Healthcare, Automotive, Retail, or OT.
Strong technical and problem-solving skills, 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.
A plus
Experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization.
3+ years of experience in a relationship-building role including service delivery or account management in a post and/or pre-sales environment.
3+ years experience as a full-time Deployment Engineer, Professional Services Engineer, Consultant, or IT/Operations Engineering.
5+ years of experience designing, deploying, configuring, supporting, troubleshooting, debugging, and coordinating Unified Communications products, devices, solutions, and technologies for enterprises.
Experience implementing a security program within an enterprise organization.
Familiarity with various Healthcare/IOT devices and manufacturers.
B.S. in IT, IS, CS, MIS, or equivalent, and/or relevant industry qualifications (CISSP, Security+, CEH) desired.
Familiarity/Experience in Cyber Security (Endpoint, SOAR, SIEM).
Basic Linux operating system operation and troubleshooting (e.g., Redhat Linux / CentOS).
Networking knowledge (LAN/WAN, routing/switching protocols, network security).
Ability to travel regionally as needed (up to *****% per quarter).
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Other
Industries
Computer and Network Security
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