Customer Success Manager

8 minuti fa

Roma, Lazio, Italia Armis A tempo pieno
Customer Success Manager - Italian speaker

Application Deadline: 31 December 2025

Department: Customer Team

Employment Type: Full Time

Location: Italy

Reporting To: Fabio Lichinchi


Description
Location: 100% remote based in Italy

We are looking for a Technical Customer Success Manager (T.CSM) to join our growing Customer Success Team, who are a key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals, and identify growth opportunities by informing the customer of our latest innovations, capabilities, and products and match these to the clients' business goals. In addition, the T.CSM will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The T.CSM serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others.

Key Responsibilities
  • Manage a portfolio of up to 40 accounts throughout their lifecycle with Armis.
  • Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to PostSales. Work with customer and Armis account teams to define success plans and strategy to meet customer's objectives. 
  • Guide the customer through the implementation phase, delivering use cases and acknowlege expected value.
  • Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and Advocacy.
  • Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.
  • Understand customer product concerns and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team
  • Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status.
  • Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
  • Maintain current functional and technical knowledge of the Armis platform and future products.
  • Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security posture
  • Build trusted relationships with relevant, technical users and management stakeholders for assigned accounts
  • Ensure customer deployment and configuration align with business use cases. Validate that use cases are appropriately captured and delivered in a timely manner
  • Maintain knowledge of 3rd Party solutions and integrations/interoperability with the Armis platform within the assigned customer environments
  • Providing technical subject matter expertise where applicable aligned to the expected proficiency 


Skills, Knowledge & Expertise
  • Must be fluent in English AND Italian to support EMEA-based accounts 
  • Possess exceptional verbal, written, social, presentation, and interpersonal skills
  • 5+ years experience in a related function with direct customer facing, advocacy and engagement experience in post-sales,systems engineering,  professional services or client management functions, ideally in Customer Success.
  • 2+ years experience working in Security and or Networking or hold a university degree in System Security 
  • Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.
  • Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery.


A plus:
  • Experience as a CSM or Technical Account Manager/TAM in a Cyber Security SaaS organization.
  • Previous experience in one or many verticals as Healthcare/automotive/Retail
  • Experience implementing a security program enterprise organization or networking solutions. 

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