Technical Customer Success Manager (T.CSM)

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📌 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

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing a portfolio of up to 40 accounts to ensure customer success and maximum value from Armis' platform.
• Acting as a business liaison between customers and Armis' cross-functional teams.
• Guiding customers in the adoption and operationalization of the platform.
• Aligning new use cases to customers' strategic goals.

ASSUMPTION: This role demands a balance between technical proficiency and strong interpersonal skills to navigate and manage complex customer relationships effectively.

📋 Key Responsibilities

✅ Manage a portfolio of up to 40 accounts through their lifecycle.

✅ Build strong customer relationships during the transition from PreSales to deployment.

✅ Guide customer implementation, ensuring successful use case delivery and value realization.

✅ Report risks and opportunities internally within Armis and externally to account sponsors.

✅ Advocate for customer needs with Armis product and engineering teams.

✅ Establish regular communication cadences with assigned customers.

✅ Leverage Gainsight for tracking critical account metrics.

✅ Maintain current knowledge of the Armis platform and recommend additional features.

✅ Establish trust with technical users and manage stakeholders within accounts.

ASSUMPTION: The responsibilities suggest a highly dynamic role that requires strong multitasking and prioritization skills to handle diverse customer needs effectively.

🎯 Required Qualifications

Education: Not specified

Experience: 3+ years of customer-facing experience in post-sales or related functions; 2+ years in security or networking.

Required Skills:

• Exceptional communication and presentation skills
• Strong technical and problem-solving abilities
• Solid project management capability

Preferred Skills:

• Experience as a CSM/TAM in Cyber Security SaaS
• Experience in service delivery across various industry verticals

ASSUMPTION: The role seems to value practical experience and tangible achievements over formal educational credentials, which is typical in such technical customer success roles.

💰 Compensation & Benefits

Salary Range: Not specified (typically benchmarked based on industry standards in Security SaaS)

Benefits:

• Comprehensive health benefits
• Discretionary time off
• Diversity and inclusion-focused work culture

Working Hours: 40 hours a week, with a hybrid work schedule

ASSUMPTION: Benefits package might be competitive to attract skilled technical personnel in a highly specialized industry.

📌 Applicant Insights

🔍 Company Context

Industry: Computer and Network Security – a rapidly growing sector due to increasing cyber threats.

Company Size: 501-1,000 employees, offering a balance between structured processes and agile innovation.

Founded: 2015, with a strong focus on evolving cybersecurity solutions.

Company Description:

• Focuses on comprehensive cyber exposure management.
• Serves high-profile clients including Fortune 500 companies and government entities.
• Headquartered in California, with a notable presence in the security solutions market.

Company Specialties:

• IoT Security
• OT Security
• Medical Device Security

Company Website: http://armis.com

ASSUMPTION: The company's services are increasingly critical as digital transformations accelerate across industries.

📊 Role Analysis

Career Level: Mid-level, with potential growth to senior customer success roles or technical account management.

Reporting Structure: Likely reports to a senior member of Customer Success or Account Management teams.

Work Arrangement: Flexible, with a mix of remote and in-office work to balance high engagement and work-life priorities.

Growth Opportunities:

• Expand expertise in evolving cybersecurity technologies.
• Build strong industry relationships with high-profile clients.
• Advance to senior or strategic leadership roles in customer success.

ASSUMPTION: The hybrid work model suggests a work culture that promotes flexibility but also values in-person collaboration for complex problem-solving.

🌍 Location & Work Environment

Office Type: Modern, technology-driven workspace designed for collaboration.

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

Geographic Context:

• Monterrey is a major business hub in Mexico, offering robust infrastructure and connectivity.
• The region is known for its technology talent pool, aligning well with Armis' business objectives.
• Proximity to corporate clients and local subsidiaries of multinational companies.

Work Schedule: 40-hour workweek with flexibility for remote work three days a week.

ASSUMPTION: The office likely includes amenities that cater to employees' professional and personal needs, enhancing productivity and job satisfaction.

💼 Interview & Application Insights

Typical Process:

• Initial application screening through the company's career portal.
• Technical interview focusing on cybersecurity knowledge and problem-solving capabilities.
• Behavioral interviews to assess cultural fit and interpersonal skills.

Key Assessment Areas:

• Technical proficiency in customer success platforms.
• Ability to manage complex customer relationships.
• Problem-solving under pressure.

Application Tips:

• Highlight relevant experience in cybersecurity and customer success.
• Demonstrate technical problem-solving capabilities with examples.
• Prepare to discuss how you have driven value realization in past roles.

ATS Keywords: Customer Success, Technical Delivery, Cybersecurity, Problem Solving, Gainsight

ASSUMPTION: The application process is designed to filter candidates who can effectively merge technical prowess with customer relationship management.

🛠️ Tools & Technologies

• Gainsight
• Armis Platform
• Security Networking Tools

ASSUMPTION: Proficiency in these tools is crucial for efficiently managing accounts and enhancing customer success outcomes.

👔 Cultural Fit Considerations

Company Values:

• Innovation in cybersecurity solutions
• Commitment to diversity and inclusion
• Customer-centric service approach

Work Style:

• Collaborative and team-oriented
• Results-driven, with a focus on continuous improvement
• Flexible working arrangements to support balanced lifestyles

Self-Assessment Questions:

• How have you previously improved customer satisfaction scores?
• What strategies do you use to build strong relationships with clients?
• How do you stay up-to-date with cybersecurity trends?

ASSUMPTION: Employees are expected to internalize these cultural values, which are central to Armis' business strategy and work environment.

⚠️ Potential Challenges

• Managing multiple accounts can require advanced prioritization skills.
• The rapidly evolving cybersecurity landscape demands continuous learning.
• Balancing technical insight with customer-oriented communication.
• Aligning diverse customer objectives with Armis' solutions capabilities.

ASSUMPTION: These challenges reflect the high-stakes nature of ensuring client success in a security-focused role.

📈 Similar Roles Comparison

• Similar roles may not offer Armis' level of specialization in IoT and OT Security.
• The focus on cyber exposure management is a unique selling point compared to general IT success roles.
• Hybrid work models are becoming a standard, aligning with broader industry trends.

ASSUMPTION: Candidates experienced in technical account management will likely find a good transition to this role if they're familiar with cybersecurity.

📝 Sample Projects

• Leading a full-scale implementation of the Armis platform for a national government entity.
• Developing custom dashboards to enhance client visibility into security solutions.
• Coordinating interoperability solutions with third-party security applications.

ASSUMPTION: These projects highlight the need for technical acumen and client interaction skills.

❓ Key Questions to Ask During Interview

• What are the metrics for success in this role?
• How does Armis support professional development for technical roles?
• Can you describe a typical day for a T.CSM at Armis?
• How does Armis plan to stay ahead in the evolving cybersecurity field?
• What are the biggest challenges your Customer Success Managers face?

ASSUMPTION: These questions are designed to illuminate the role's expectations and uncover how Armis supports its technical staff.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant technical skills and experience in cybersecurity.
• Prepare references that can speak to your customer success and technical management capabilities.
• Anticipate discussing your most challenging customer success stories.
• Follow up within a week post-application for updates.

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

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