Director, Resident Engineering

Armis

Director of Resident Engineering at Armis Security driving customer success in cyber security solutions. Leading a team to enhance customer value and satisfaction while managing strategic client engagements.

Posted 5/25/2026full-timeRemote • 🇺🇸 United StatesLead💰 $175,000 - $210,000 per yearWebsite

Tech Stack

Tools & technologies

CloudCyber SecurityServiceNow

About the role

Key responsibilities & impact

Lead and mentor a team of Resident Engineers dedicated to managing platforms for our top-tier customers.
Act as the primary point of contact post-implementation, taking a critical role in issue management to expedite customer resolutions and ensure satisfaction.
Foster a trusted advisor relationship with customer partners and executive sponsors, driving product adoption and ensuring the solution delivers full business value.
Serve as an escalation point for customer concerns and provide strategic guidance to internal teams in handling escalations.
Collaborate with Customer Experience Leadership to align account activities with the customer's business case and strategy.
Prepare and educate customers on new features and releases.
Ensure the successful adoption of Armis playbooks and processes by Resident Engineers.
Provide monthly KPIs relating to Resident Engineer Program.
Identify Resident Engineer renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
Be the voice of the customer, collecting feedback to drive continuous improvement across all areas, including product development.
Collaborate closely with the sales team to effectively sell and position Success Services.

Requirements

What you’ll need

4+ years of leading Services Teams engaged with top tier customers.
7+ years of experience in customer success within SaaS/Cyber Security organizations.
Expert knowledge and experience in Identity and Access Management (IAM), Security, cloud architecture, as well as on-premise IT.
7+ years of consulting and implementation practices on a broad range of IT systems, preferably cloud services and/or identity management.
Proficiency in enterprise web technologies, security, and state-of-the-art infrastructures.
Specialized training on support, SAML, and security is preferred.
4+ years of application programming and system support experience is strongly preferred.
Proven ability to be a hands-on contributor and a collaborative team player.
Excellent communication skills, including issue tracking, triaging, and crisis management.
Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, and Service Excellence.
Familiarity with SaaS vendors such as Box, Google Apps, NetSuite, Salesforce, ServiceNow, and Workday is preferred.
Bachelor’s Degree Required or Equivalent Experience.
Availability for up to 35% travel.

Benefits

Comp & perks

comprehensive health benefits
discretionary time off
paid holidays including monthly me days
highly inclusive and diverse workplace

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Identity and Access Management (IAM)Securitycloud architectureon-premise ITenterprise web technologiesconsulting practicesimplementation practicesapplication programmingsystem supportSAML

Soft Skills

leadershipcommunicationissue managementcollaborationcustomer relationship managementprocess improvementdecision makingplanninganalyzing informationservice excellence

Certifications

Bachelor’s Degree