Sr Customer Success Manager at ServiceNow in Orlando, Florida, United States

Job description

• We are looking for a Senior 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.
• We are highly collaborative and believe that success in one area can be replicated across many. Our team thrives on going above and beyond to deliver exceptional results, and we’re looking for individuals who are passionate about making customers successful.

Responsibilities

• Lead adoption and implementation plans for platinum-level customers, ensuring value realization from the Armis platform.
• Understand customer use cases and provide recommendations to improve security posture and platform utilization.
• Build and maintain trusted relationships with technical stakeholders and decision-makers.
• Act as the customer advocate within Armis, coordinating across teams to meet customer objectives.
• Ensure deployment and configuration align with key business use cases and are delivered on schedule.
• Stay current on third-party integrations and how they interact with Armis within customer environments.
• Serve as a subject matter expert in your area of technical proficiency.
• Partner with Product, Engineering, Support, and Sales teams to drive account success.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH).
• 7+ years experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role.
• 6+ years experience in network engineering, architecture, support, or design.
• 6+ years experience in service delivery or technical account management in post- and/or pre-sales environments.
• Strong communication and presentation skills across technical and executive audiences.
• 3+ years experience in IT, security, healthcare tech, or similar environments.
• Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures.
• Knowledge of healthcare/ICT devices, manufacturers, or applications.
• Experience securing IT, IoT, or healthcare systems.
• Familiarity with scripting languages (Python preferred).
• Ability to travel up to 20–25% per quarter.
• Have run NPS at a company where the number was reported externally or to a board, with the scrutiny that brings
• Know the difference between a journey map that generated consensus and one that generated decisions
• Have worked across both product and post-sale organizations and can speak either language

Skills

Required

• Collaborative
• Scripting languages (Python preferred)

Benefits

• For positions in this location, we offer a base pay of $87,000 - $152,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.