Technical Customer Success Manager (T.CSM)

📌 Core Information

🔹 Job Title: Technical Customer Success Manager (T.CSM)

🔹 Company: Armis Security

🔹 Location: Monterrey, Nuevo León, Mexico

🔹 Job Type: On-site

🔹 Category: Customer Service, Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid (2 days in office/3 days remote)

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Helping customers achieve their strategic objectives with Armis Platform
• Aligning new use cases with CISO goals and identifying growth opportunities
• Facilitating customer adoption and operationalization of the platform
• Serving as a liaison between customers and Armis teams

ASSUMPTION: This role is crucial in ensuring customer success through strategic alignment and technical delivery, indicating a strong emphasis on both customer relations and hands-on technical experience.

📋 Key Responsibilities

✅ Manage a portfolio of up to 40 accounts throughout their lifecycle

✅ Build strong customer relationships during transition from PreSales to deployment

✅ Guide customers through implementation, delivering use cases and value

✅ Maintain overall health and retention of customers, maximizing NPS scores

✅ Report risks and wins internally and to customer sponsors and executives

✅ Represent customer issues and feature requests to Armis product teams

✅ Establish regular meetings with customers for updates and guidance

✅ Use Gainsight to track account activity and health metrics

✅ Update knowledge of the Armis platform and future products

✅ Increase Armis platform utilization and recommend features

✅ Build trusted relationships with technical users and manage stakeholders

✅ Ensure deployment aligns with business use cases

✅ Maintain knowledge of third-party integrations with Armis

✅ Provide technical subject matter expertise

ASSUMPTION: Responsibilities suggest a balance between strategic planning, customer relationship management, and technical expertise, implying a requirement for strong interpersonal and technical skills.

🎯 Required Qualifications

Education: Not specified; assume a degree in a related field is beneficial

Experience:

• 3+ years in customer-facing roles such as Customer Success or client management
• 2+ years in Security or Networking contexts

Required Skills:

• Exceptional verbal, written, and interpersonal communication
• Technical and problem-solving abilities
• Project management and solution delivery

Preferred Skills:

• Experience as a CSM or Technical Account Manager in Cyber Security SaaS
• Experience in verticals such as healthcare, automotive, or government sectors

ASSUMPTION: Education requirements are not specified, so a relevant degree is likely beneficial. Experience in security sectors is a strong requirement.

💰 Compensation & Benefits

Salary Range: Not specified; typical salaries in this field range from $80,000 to $120,000 depending on experience and location.

Benefits:

• Comprehensive health benefits
• Discretionary time off and paid holidays
• Inclusive and diverse workplace culture

Working Hours: 40 hours per week, with hybrid work flexibility

ASSUMPTION: Compensation is likely competitive within the industry, with benefits supporting work-life balance.

📌 Applicant Insights

🔍 Company Context

Industry: Computer and Network Security; focus on cyber exposure management

Company Size: 501-1,000 employees, providing a balance between startup agility and corporate stability

Founded: 2015, demonstrating up-to-date expertise in a rapidly evolving field

Company Description:

• Focuses on managing cyber risk exposure in real-time
• Provides security solutions for Fortune 100 to 500 companies
• Operates globally with headquarters in San Francisco, California

Company Specialties:

• IoT Security
• Ransomware and OT Security
• Medical Device Security

Company Website: http://armis.com

ASSUMPTION: The company's medium size suggests it offers significant opportunities for employee input and growth.

📊 Role Analysis

Career Level: Mid-level, suitable for candidates with specific experience in customer success and technical roles

Reporting Structure: Likely reports to a Senior Customer Success Manager or Director within Armis

Work Arrangement: Hybrid model offers flexibility in work-life balance

Growth Opportunities:

• Potential for advancement to senior roles within Customer Success
• Opportunities for cross-functional collaboration
• Participation in cutting-edge security technologies

ASSUMPTION: Role offers substantial growth potential given Armis' growth trajectory and industry standing.

🌍 Location & Work Environment

Office Type: Modern office environment with remote work days

Office Location(s): Monterrey, Nuevo León, Mexico

Geographic Context:

• Monterrey is a significant business hub in Mexico
• Known for its industrial and technological sectors
• Offers a mix of cultural and outdoor activities

Work Schedule: Hybrid schedule allows for structured flexibility

ASSUMPTION: The location in Monterrey is strategic for access to key markets and talent pools in Mexico.

💼 Interview & Application Insights

Typical Process:

• Initial application via company website or job portal
• Screening call with HR or recruitment team
• Technical or scenario-based interviews with team leads
• Final interview discussing alignment and cultural fit

Key Assessment Areas:

• Technical knowledge and problem-solving skills
• Customer relationship management capability
• Alignment with company values and culture

Application Tips:

• Highlight any direct experience in cybersecurity and customer success
• Prepare to discuss specific scenarios where you've added value
• Be ready to demonstrate your project management skills

ATS Keywords: Customer Success, Technical Delivery, Cybersecurity, Project Management, Networking

ASSUMPTION: A thorough interview process suggests a focus on both technical abilities and cultural fit.

🛠️ Tools & Technologies

• Armis Platform
• Gainsight for account management
• Third-party security solutions

ASSUMPTION: Proficiency in tools like Gainsight is crucial for tracking customer engagement and success metrics.

👔 Cultural Fit Considerations

Company Values:

• Integrity in operations and interactions
• Continuous innovation and improvement
• A commitment to inclusivity and diversity

Work Style:

• Collaborative and team-oriented
• Flexible and adaptable to changing conditions
• Focused on strategic customer engagement

Self-Assessment Questions:

• How do you handle rapidly changing environments?
• What strategies do you use for managing customer relationships?
• How do you prioritize tasks in a multitasking environment?

ASSUMPTION: Emphasizing a supportive culture and teamwork, Armis likely values proactive and adaptable employees.

⚠️ Potential Challenges

• High customer portfolio demands
• Balancing strategic goals with immediate customer needs
• Staying current with evolving cybersecurity trends
• Navigating stakeholder management complexities

ASSUMPTION: Challenges reflect the necessity for balancing technical expertise and customer-facing skills in a dynamic industry.

📈 Similar Roles Comparison

• CSM roles in other cybersecurity firms focus on similar technical and relationship skills
• Role comparisons highlight a greater emphasis on strategic use case alignment at Armis
• Industry-standard compensation packages are likely competitive

ASSUMPTION: Comparisons suggest Armis differentiates through its commitment to customer strategic alignment and real-time risk management expertise.

📝 Sample Projects

• Implementation of the Armis platform for a Fortune 500 client
• Developing strategic alignment plans for CISO objectives
• Integration of third-party solutions with Armis systems

ASSUMPTION: Sample projects involve both technical implementation and strategic planning, crucial for role success.

❓ Key Questions to Ask During Interview

• How does Armis measure customer success quantitatively and qualitatively?
• What growth opportunities exist for this role?
• How does the team handle conflicts between customer needs and product capabilities?
• Can you describe a typical day in this role?
• What are the most significant challenges currently facing the customer success team?

ASSUMPTION: Questions are designed to gauge role fit and uncover details about the team dynamics and performance metrics.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Armis career portal
• Ensure your resume highlights relevant technical and customer success experiences
• Prepare detailed examples of past projects and achievements
• Engage with Armis on LinkedIn to understand their market position better
• Consider preparing a short portfolio showcasing your solution deliveries

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.