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As Senior Manager of Customer Success Management at ServiceNow (Armis Security division), you will lead a team of Customer Success Managers supporting strategic and enterprise customers. You'll be responsible for building trusted customer relationships, driving adoption of the Armis Platform, identifying growth opportunities, and proactively managing customer risk.
Key responsibilities include:
- Leading, supporting, and developing a team of Customer Success Managers focused on strategic and enterprise accounts
- Serving as a trusted partner and primary point of contact post-implementation
- Driving customer adoption, engagement, and critical issue management across your team
- Building strong relationships with customer stakeholders and executive sponsors to help them achieve business objectives
- Identifying relevant use cases and opportunities for value creation within the Armis Platform
- Collaborating with internal teams (Product, Sales, Support, Professional Services) to align customer activities with business objectives
- Educating customers on new features, capabilities, and product releases
- Monitoring adoption and utilization trends to identify opportunities, risks, and improvement areas
- Championing customer needs and feedback across the organization
- Identifying renewal risks early and developing collaborative solutions
- Contributing to the development of scalable customer success processes and best practices
- Supporting Sales in positioning Customer Success Services for expansion and renewal opportunities
- Representing the voice of the customer to drive continuous improvement, including product development
This is a people leadership role combining strategic thinking, customer advocacy, collaboration, and operational excellence. You'll create an environment where your team can excel, drive customers forward, and build strong partnerships that deliver measurable business outcomes.
Requirements:
- 5+ years of experience in Customer Success, SaaS, cybersecurity, or related technology environment
- Experience supporting SaaS solutions in pre-sales, post-sales, or customer success capacity
- 5+ years of experience leading Customer Success teams supporting enterprise or strategic customers
- Experience with technical implementations or projects, preferably in IT, cybersecurity, networking, cloud services, endpoint management, or related field
- Experience collaborating with or working closely alongside Product Management teams
- Collaborative leadership style with willingness to contribute directly when needed
- Strong communication and relationship-building skills, including managing complex issues and supporting customers through challenging situations
- Experience with process improvement, planning, decision-making, analysis, service excellence, and developing scalable ways of working
- Familiarity with SaaS and customer success technologies such as Salesforce, Gainsight, or similar platforms
- Bachelor's degree, preferably in a technical or related discipline, or equivalent relevant experience
- Willingness and ability to travel up to 35%
