Director of Customer Success – SLED

About the Role

We’re seeking a Director of Customer Success – SLED to lead our post-sales strategy and execution across state, local, and education (SLED) customers in North America.
This leader will own customer health, retention, and growth by driving adoption, measurable outcomes, and strong executive relationships.

The ideal candidate is a strategic operator and coach — someone who can build high-performing teams, drive cross-functional collaboration, and deliver exceptional experiences for mission-driven public sector customers.

Key Responsibilities

Leadership & Strategy

• Lead, mentor, and grow a high-performing team of Technical Customer Success Managers (TCSMs) supporting SLED accounts across the U.S.
  Define and execute the Customer Success strategy for SLED, aligned with Armis’ broader go-to-market and retention goals.
  Partner with Sales, Renewals, and Support leadership to deliver 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 the SLED sector.

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.
  Maintain executive relationships with key SLED stakeholders, including CIOs, CISOs, and procurement leaders.
• Oversee strategic account reviews, health scoring, and risk mitigation programs.

Operational Excellence

• Develop scalable playbooks, metrics, and frameworks for SLED 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 CS organization in leadership meetings, providing data-driven insights and recommendations.
  
  

Qualifications

• 10+ years of experience in Customer Success, Account Management, or Consulting, including 3+ years leading teams.
• Proven success managing enterprise and public sector (SLED or Federal) accounts within cybersecurity, SaaS, or enterprise technology.
• Deep understanding of government procurement, compliance, and contract renewal cycles.
• Strong executive presence and communication skills, capable of influencing cross-functionally.
• Analytical mindset with a passion for operational excellence and scalable process design.
• Experience working in a high-growth or hyper-scale environment preferred.
  
  

Success in This Role

• The SLED Customer Success team operates as a trusted strategic partner to public sector customers.
• Measurable improvement in SLED retention, expansion, and advocacy metrics.
• Clear, consistent visibility into customer health and risk across the region.
• A strong, engaged TCSM team known for excellence, agility, and customer obsession.

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.