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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. Your team will partner with customers to drive meaningful business outcomes through successful adoption and use of the Armis Platform, a leading asset intelligence cybersecurity solution.
You will be responsible for building and developing a high-performing team that serves as trusted advisors to enterprise customers. Key responsibilities include:
• Leading, supporting, and developing a team of Customer Success Managers focused on strategic and enterprise accounts
• Ensuring your team acts as the primary trusted partner and point of contact post-implementation
• Supporting team ownership of customer adoption, engagement, and critical issue management
• Building strong relationships with customer stakeholders and executive sponsors to help them achieve business objectives through effective platform adoption
• Identifying relevant use cases and opportunities for value creation aligned with customer business and security priorities
• Collaborating with internal Armis teams (Product, Sales, Support, Professional Services) to align customer activities with business objectives and desired outcomes
• 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, best-practice customer success processes and approaches
• Representing the voice of the customer to inform product development and continuous improvement
• Supporting Sales on expansion, renewal, and long-term partnership opportunities
• Traveling up to 35% as needed
This is a people leadership role combining strategic thinking, customer advocacy, cross-functional collaboration, and operational excellence. You will create an environment where your team thrives, drives customer success, and builds 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, prioritizing competing needs, 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%
