[Hiring] Senior Customer Success Manager @ServiceNow

Role Description

What you get to do in this role:

• Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis.
• Build strong customer relationships by engaging early as the customer transitions from the Pre-Sales phase to deployment.
• 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 value, leading them to an operationalized state.
• Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
• Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.
• Understand customer product issues 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.
• This includes delivering Executive Business Reviews to ensure alignment on goals and value realization.
• Provide pivotal insights into customer data and lead detailed discussions.
• 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 manage stakeholders within assigned accounts.
• Serve as a customer advocate to guide other resources at Armis towards achieving customer goals.
• Validate 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.
• Collaborating with Engineering, Product, Support and Sales teams to drive account success.

Qualifications

• 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.
• Or 3+ years experience in network engineering, architecture, support, or network design capacity.
• 2+ years experience working in Security/Healthcare/automotive/Retail/OT.
• 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.
• A plus: Experience implementing a security program within enterprise organization.
• A plus: Familiarity with various Healthcare/IOT devices and manufacturers.
• B.S in IT, IS, CS, MIS, (or equivalent degree) and/or relevant industry qualifications (CISSP, Security +, CEH) desired.
• A plus: Familiarity/Experience in Cyber Security i.e Endpoint, SOAR, SIEM.
• A plus: Linux Operating System basic operation and troubleshooting (i.e. Redhat Linux / CentOS).
• A plus: Networking (LAN/WAN, Routing/Switching protocols, Network Security).
• A plus: Additional European languages.
• A plus: Government classification level clear is an advantage.

Company Description

Who we are:

Armis from ServiceNow, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. Combined with ServiceNow’s Security and Risk capabilities, as well as Identity Security capabilities from Veza, we bring together all critical capabilities to secure every asset, every identity - incl. AI Agents - across all environments with the right level of context - security, operational and business - to build the first of its kind autonomous defence platform for the Agentic Enterprise.

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.