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: April 1, 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:

• Engage with customers to align the Armis Platform with their strategic objectives.
• Identify growth opportunities and inform customers of new features and products.
• Guide customers in adopting and operationalizing the platform.
• Serve as the primary liaison between customers and cross-functional teams at Armis.

ASSUMPTION: The role requires a balance of technical expertise and customer relationship management, emphasizing proactive engagement with the customer to drive platform adoption and customer satisfaction.

📋 Key Responsibilities

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

✅ Build strong customer relationships and define success plans post-PreSales phase.

✅ Lead customers through implementation to operationalization of the platform.

✅ Maximize customer satisfaction (NPS scoring) through health and retention management.

✅ Report risks and wins internally and externally to relevant stakeholders.

✅ Advocate customer needs to the Armis product team.

✅ Schedule regular meetings to guide and review with customers.

✅ Track account activity and health using Gainsight.

✅ Maintain technical knowledge of the Armis platform and third-party integrations.

ASSUMPTION: The responsibilities necessitate strong project management and communication skills to ensure customer expectations are consistently met.

🎯 Required Qualifications

Education: Not specified

Experience: At least 3 years in customer-facing roles related to customer success, and 2 years in Security or Networking are preferred.

Required Skills:

• Fluency in English
• Exceptional verbal, written, social, presentation, and interpersonal skills
• Technical and problem-solving capabilities

Preferred Skills:

• Experience as a CSM or TAM in a Cyber Security SaaS organization
• Experience in relationship building roles across various industries

ASSUMPTION: A technical background in cybersecurity or networking is crucial for effectively understanding and addressing customer concerns.

💰 Compensation & Benefits

Salary Range: Not specified, but expected to be competitive within the cybersecurity industry.

Benefits:

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

Working Hours: 40 hours per week with possible scheduling flexibility for remote work days

ASSUMPTION: Benefits are designed to support life-work balance and reflect the company's value on personal well-being.

📌 Applicant Insights

🔍 Company Context

Industry: Computer and Network Security, focused on cybersecurity solutions for diverse sectors.

Company Size: 501-1,000 employees, positioning for agile collaboration while benefiting from substantial resources.

Founded: 2015, demonstrating a decade of industry experience.

Company Description:

• Protects the entire cyber attack surface in real time.
• Works with major corporations and governmental entities.
• Privately held with headquarters in California.

Company Specialties:

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

Company Website: armis.com

ASSUMPTION: Given the company's growth and specialties, career progress and skills development in cybersecurity are highly likely for employees.

📊 Role Analysis

Career Level: Intermediate level, ideal for those with foundational experience seeking advancement.

Reporting Structure: Reporting directly to senior leadership within the Customer Success Team.

Work Arrangement: Hybrid, with flexibility to balance office presence and remote tasks.

Growth Opportunities:

• Expand technical skill sets in cybersecurity solutions.
• Potential for leadership roles within the growing customer success team.
• Opportunity to work on high-profile projects with significant impact.

ASSUMPTION: The hybrid model suggests emphasis on work-life balance and supports professional development in practical and strategic skills.

🌍 Location & Work Environment

Office Type: Modern corporate environment conducive to collaborative work.

Office Location(s): Monterrey, Nuevo León, with occasional visits to other corporate locations if necessary.

Geographic Context:

• Monterrey is a major business and industrial hub in Mexico.
• Offers a vibrant cultural scene with diverse amenities.
• Strategically positioned for business operations in Latin America.

Work Schedule: Structured to allow for dynamic engagements with both local and international clients.

ASSUMPTION: Employees can leverage the bustling business ecosystem of Monterrey to enhance networking and career opportunities.

💼 Interview & Application Insights

Typical Process:

• Initial phone screen with HR
• Technical interview focused on product knowledge
• Behavioral assessment with team members

Key Assessment Areas:

• Technical competency in cybersecurity solutions
• Ability to manage and build customer relationships
• Problem-solving and project management skills

Application Tips:

• Emphasize technical skills and past customer success stories.
• Prepare to discuss experiences with cybersecurity platforms.
• Highlight flexibility in managing hybrid work environments.

ATS Keywords: Customer Success, Technical Delivery, Project Management, Cyber Security, Networking

ASSUMPTION: The application process emphasizes both technical ability and interpersonal skills, reflecting the dual nature of the T.CSM role.

🛠️ Tools & Technologies

• Armis Platform
• Gainsight for customer account management
• Various cybersecurity and networking technologies

ASSUMPTION: Proficiency with the Armis Platform and related customer management tools will be critical for success in this role.

👔 Cultural Fit Considerations

Company Values:

• Focus on security and customer success
• Commitment to life-work balance
• Innovation and continuous improvement

Work Style:

• Flexible with a mix of independent and team-oriented tasks
• Customer-centric with an emphasis on relationship-building
• Proactive in problem-solving

Self-Assessment Questions:

• Am I comfortable with both technical tasks and customer interactions?
• Can I adapt to a hybrid work model effectively?
• Do I align with a company focused on cybersecurity innovation?

ASSUMPTION: A cultural fit assessment indicates the importance of aligning one’s work style and values with the company's mission and collaborative objectives.

⚠️ Potential Challenges

• Balancing a complex portfolio of up to 40 accounts
• Staying updated with constant technological advancements
• Managing expectations across diverse customer needs
• Operating within a fast-paced, high-stakes cybersecurity environment

ASSUMPTION: The ideal candidate should be resilient and capable of handling multiple high-priority tasks efficiently.

📈 Similar Roles Comparison

• Typically combines responsibilities of a technical account manager and customer success representative.
• Greater emphasis on customer engagement compared to similar technical roles.
• More integrated with product evolution and customer feedback loops.

ASSUMPTION: Comparing roles helps candidates understand expectations which highlights combined technical and customer management skills specific to cybersecurity.

📝 Sample Projects

• Leading the launch of a new cybersecurity feature for enterprise clients
• Analyzing customer data to improve service delivery and platform engagement
• Implementing comprehensive security solutions for governmental clients

ASSUMPTION: Project examples are speculative and intended to offer a preview of potential responsibilities based on the described role overview.

❓ Key Questions to Ask During Interview

• What are the primary success metrics for the T.CSM role?
• How does Armis incorporate customer feedback into product development?
• What are the growth opportunities within the Customer Success team?
• Can you describe the team dynamic and organizational culture at Armis?
• What challenges should one anticipate when scaling customer solutions with Armis?

ASSUMPTION: The questions aim to uncover clarity around job performance metrics and growth trajectory within the team and company at large.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the company's careers page on this link
• Tailor your resume to highlight relevant experience in customer success and cybersecurity.
• Prepare a cover letter detailing how your skills align with the role's responsibilities.
• Gather examples of past success in similar roles to discuss during interviews.
• Research Armis’ recent product developments and market positioning to discuss in the interview.

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