Director of Customer Success – SLED

Description

We’re seeking a Director of Customer Success – SLED & Healthcare to lead our post-sales strategy and execution across state, local, education, and healthcare customers in North America.

This leader will own customer health, retention, and growth by driving adoption, measurable outcomes, and strong executive relationships across mission-driven public sector and healthcare organizations.

The ideal candidate is a strategic operator, people leader, and coach — someone who can build inclusive, high-performing teams, foster cross-functional collaboration, and deliver exceptional outcomes for customers protecting critical public and healthcare infrastructure.

What you'll do:

Leadership & Strategy

- Lead, mentor, and grow a high-performing team of Technical Customer Success Managers (TCSMs) supporting SLED and healthcare accounts across the U.S.

- Define and execute the Customer Success strategy aligned with Armis’ broader go-to-market, retention, and growth goals for both the public sector and healthcare markets.

- Partner with Sales, Renewals, and Support leadership to ensure a unified, value-driven customer journey.

- Act as a voice of the customer to Product, Engineering, and Operations, advocating for features and capabilities unique to government and healthcare environments.

- Foster an inclusive, equitable team culture that celebrates diversity of thought, background, and experience.

Customer Outcomes

- Drive measurable improvements in adoption, renewal, and expansion across assigned accounts.

- Ensure customers achieve time-to-value milestones, successful deployments, and ROI realization aligned with patient safety, data protection, and mission-critical outcomes.

- Maintain executive relationships with key stakeholders including CIOs, CISOs, and healthcare IT and compliance leaders.

- Oversee strategic account reviews, health scoring, and risk mitigation with a proactive, data-driven approach.

Operational Excellence

- Develop scalable playbooks, metrics, and frameworks for SLED and healthcare customer engagement and success measurement.

Own KPIs such as Gross Retention Rate (GRR), Net Retention Rate (NRR), and Customer Health.

Partner with Enablement and Operations to strengthen onboarding, automation, and analytics for the CS organization.

- Represent the SLED & Healthcare CS organization in leadership forums, providing data-driven insights, customer advocacy, and strategic recommendations.

What we expect:

- 10+ years of experience in Customer Success, Account Management, or Consulting, including 3+ years leading teams.

- Proven success managing enterprise, healthcare, or public sector accounts within cybersecurity, SaaS, or enterprise technology.

- Deep understanding of government and healthcare procurement, compliance, and renewal cycles.

- Strong executive presence and communication skills, capable of influencing across diverse stakeholder groups.

- Analytical mindset with a passion for operational excellence and scalable process design.

- Experience working in a high-growth or hyper-scale environment is preferred.

- Commitment to building and leading a diverse, inclusive, and high-performing team.

- The SLED & Healthcare Customer Success team operates as a trusted strategic partner to public sector and healthcare organizations.

- Measurable improvement in retention, expansion, and advocacy metrics across both segments.

- Clear, consistent visibility into customer health, risk, and success outcomes.

- A strong, engaged TCSM team known for excellence, inclusivity, and customer obsession.

Job Benefits

Salary range guidance for this position is: $175,000 - $220,000

The salary range listed does not include other forms of compensation or benefits (e.g. i.e. bonuses, commissions, stocks, health insurance benefits, etc.) offered to candidates. Visit our careers site for more information on benefits at Armis.

About Armis

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.