Team Lead, Strategic Accounts (Strat Success Segment)

Description

We’re seeking a Team Lead for Strategic Customer Success — a player-coach who combines hands-on customer partnership with team leadership. In this hybrid role, you’ll directly manage a portfolio of high-value strategic customers while leading a small team of experienced CSMs. Your goal: to drive measurable customer outcomes, retention, and growth through proactive engagement, coaching excellence, and cross-functional alignment.

Key Responsibilities

- Own a portfolio of top strategic accounts, serving as the executive sponsor and primary business partner.

- Lead success planning, QBRs/EBRs, and outcome alignment with customer executives.

- Proactively identify opportunities for expansion, advocacy, and value realization.

- Partner with Sales, Product, and Support to ensure seamless lifecycle experiences and timely resolution of customer challenges.

- Use data-driven insights (health scores, adoption metrics, GRR/NRR) to inform account strategy

- Manage and develop a small team of Strategic CSMs (typically 3–6), providing coaching, feedback, and career development.

- Establish team cadence for pipeline reviews, success planning, and proactive engagement.

- Monitor customer health across the team’s portfolio and intervene to ensure risk mitigation and retention.

- Champion best practices around executive engagement, QBR design, and value storytelling.

- Serve as the bridge between Strategic CSMs and leadership—representing field insights to influence strategy, playbooks, and tools.

- Collaborate closely with GTM leadership to refine customer segmentation, coverage models, and success motions.

- Contribute to scalable frameworks for enterprise success planning and adoption maturity.

- Partner with Sales, DA, Marketing, and Product to bring customer stories, feedback, and innovation opportunities forward.

- Represent Customer Success in strategic internal initiatives (OKRs, system rollouts, process design, etc.).

Skills, Knowledge & Expertise

- 10+ years in Customer Success, Account Management, or Consulting within B2B SaaS, Consulting, Technical Pre- or Post-Sales Engineering, Development, Solution Development or Product Management.

- Proven experience engaging with executive stakeholders at global or enterprise accounts.

- Strong analytical acumen—comfortable interpreting customer data, forecasting retention, and identifying growth levers.

- Exceptional communication, influence, and storytelling skills.

- Experience operating in high-growth, fast-paced SaaS environments.

- Familiarity with Salesforce, Gainsight (or similar CS platforms), and success metrics frameworks (NRR, GRR, adoption, etc.).

- Team attainment of Gross Retention Rate (GRR) and Net Revenue Retention (NRR) goals.

- Improved executive engagement and value realization across strategic accounts.

- Reduction in churn and risk through proactive management and playbook adherence.

- Demonstrated growth and development of direct reports.

Job Benefits

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.