Hybrid Customer Operations Manager, Customer Success, Delivery Assurance

at Armis

• Job title: Customer Operations Manager, Customer Success, Delivery Assurance
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $110,000 - $125,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Austin, United States

About the role

• Customer Operations Manager driving initiatives for Customer Success and Delivery Assurance. Partnering with leadership to deliver insights and scalable processes in cybersecurity.

Responsibilities

• Partner with Customer Success and Delivery Assurance leadership to shape the future of both functions by anticipating scaling challenges, operational bottlenecks, and emerging customer needs.
• Collaborate with enablement to maintain a toolkit that enables each member to deliver consistent, high-quality customer experiences — including standardized processes and templates for internal & customer meetings.
• Design and refine customer journey touchpoints, internal workflows, and engagement models that optimize capacity and drive measurable value.
• Identify gaps in process or execution, emerging trends in customer challenges, and proactively develop remediation strategies to improve outcomes and efficiency.
• Develop a deep understanding of key metrics driving the Customer Success and Delivery Assurance strategy and convert complex data into actionable insights.
• Track and analyze leading indicators of customer health, deployments, adoption, and retention; provide clear reporting and recommendations to leadership.
• Proactively identify pockets of risk (e.g., stalled implementations, low engagement) and opportunity (e.g., expansion potential, power user behavior) through a combination of systems data and qualitative feedback.
• Ensure data accuracy and consistency across key systems (e.g., Salesforce, Gainsight, Deployment Trackers); implement routines and controls to uphold data integrity and compliance.
• Act as a bridge between business and data teams, translating business requirements into digestible dashboards and effectively communicating complex data insights across both departments.
• Manage end-to-end operations and programs, encompassing reporting, tooling, systems management, and special projects, to ensure efficient day-to-day functioning for both teams.
• Build, iterate, and document scalable processes that increase efficiency, accountability, and repeatability across the teams.
• Maintain a central knowledge base of team operations and best practices; ensure ongoing team alignment and adoption of new systems and processes.
• Manage and maintain Gainsight, our Customer Success platform. This involves building, adjusting, and documenting playbooks, emails, success plans, and the C360 dashboard to optimize team workflows.

Requirements

• 5-7+ years in Post-Sales Operations, Customer Team Operations, Business Operations, GTM Strategy & Operations, with at least 3 years supporting a Customer Success organization.
• Proven ability to design, implement, and scale processes across a growing team.
• Analytical mindset with strong attention to detail — able to extract insights from complex data and make clear recommendations.
• Familiarity with Customer Success & Delivery platforms and metrics (e.g., Gainsight, Tontango, Pendo, Salesforce, health scores, NRR, time-to-value).
• Strong project management and cross-functional collaboration skills.
• Clear and persuasive communicator with the ability to drive clarity and alignment across stakeholders.
• Self-starter who can operate with autonomy and maintain momentum in fast-paced, evolving environments.

Benefits

• Comprehensive health benefits
• Discretionary time off
• Paid holidays including monthly me days
• Highly inclusive and diverse workplace