Customer Success Associate

1 week ago

Greater Boston, United States Armis Full time

As a Customer Success Associate, you will serve as a trusted partner to our customers, ensuring they achieve measurable value from the Armis platform. You will work closely with customers to understand their goals, provide guidance on product adoption, and drive engagement that supports retention and growth. This role is ideal for someone who is proactive, detail-oriented, and passionate about building strong relationships.

What you'll do:

  • Act as the first line of support and relationship management for assigned customer accounts.
  • Guide customers through feature requests, training best practices, and adoption to ensure they realize full value from the platform.
  • Proactively engage with customers to identify risks, surface opportunities, and escalate issues when necessary.
  • Partner with internal teams (Product, Sales, Support, and Marketing) to ensure customer feedback is captured and acted upon.
  • Monitor customer health metrics and usage trends to inform strategy and account planning.
  • Prepare and deliver regular check-ins, success reviews, and usage reports tailored to customer needs.
  • Support renewal and expansion opportunities by highlighting ROI and facilitating cross-functional conversations.
  • Contribute to customer-facing documentation, presentations, meeting summary's, playbooks, and best-practice guides.

What we expect:

  • Bachelor's degree or equivalent experience in Business, Communications, or a related field.
  • 2–5 years of experience in Customer Success, Account Management, or a client-facing role (SaaS and Cybersecurity experience is a plus).
  • Strong communication and interpersonal skills with a customer-first mindset.
  • Highly organized with the ability to manage multiple accounts and priorities simultaneously.
  • Problem-solver with the ability to anticipate customer needs and think strategically.
  • Comfortable with CRM and customer success platforms (e.g., Salesforce, Gainsight, Slack, etc.).
  • A collaborative team player who thrives in a fast-paced environment.
  • Excel in a fast-paced, iterative environment by rapidly adapting to evolving internal processes, mastering new tools, and aligning with shifting team priorities to enhance cross-functional collaboration.
  • Demonstrate the ability to pivot focus in response to new company strategies, contributing to dynamic internal projects and providing crucial feedback to product and engineering teams as our go-to-market approach evolves.

Salary range guidance for this position is: $120,000 - $145,000

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