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Salary: USD 133,600 - 233,800 / annual
ServiceNow is seeking a Principal Technical Customer Success Manager (T.CSM) to join the Customer Success Team and drive adoption and value realization for platinum-level customers using the Armis platform. This is a hands-on technical role requiring deep platform expertise and the ability to guide customers through successful adoption and operationalization.
In this role, you will:
- Lead adoption and implementation plans for platinum-tier customers, ensuring maximum 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 C-level decision-makers
- Act as the primary customer advocate within Armis, coordinating across Product, Engineering, Support, Sales, Training, and Executive teams
- 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 cross-functional teams to drive account success and identify growth opportunities by informing customers of latest innovations and capabilities
- Align new use cases to CISO goals and match capabilities to clients' business objectives
You will serve as the business liaison between customers and all cross-functional teams within Armis, thriving in a collaborative environment where success in one area can be replicated across many.
REQUIREMENTS:
- Bachelor's degree in Computer Science, Information Systems, or related field, OR relevant certifications (CISSP, Security+, CEH)
- 8+ years of experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role
- 5+ years of experience in network engineering, architecture, support, or design
- 5+ years of experience in service delivery or technical account management in post-sale and/or pre-sales environments
- 3+ years of experience in IT, security, healthcare tech, or similar environments
- Strong communication and presentation skills across technical and executive audiences
- Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures
BONUS QUALIFICATIONS:
- 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
- Experience running NPS at a company where the number was reported externally or to a board
- Experience with journey mapping that generated decisions
- Background working across both product and post-sale organizations
