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Salary: USD 102,300 - 159,850 / annual
ServiceNow is seeking a Senior Customer Success Manager to serve as the primary business liaison between customers and internal cross-functional teams including Executive leadership, Product Management, Engineering, Sales, Training, and Enablement.
In this role, you will own a portfolio of customer accounts and act as the strategic point of contact post-sale. You will build and maintain success plans tied to each customer's security objectives, understand their use cases, and provide recommendations to improve security posture and platform utilization. You will ensure deployments and configurations align with business use cases and are delivered on schedule, guiding customers through adoption so their teams can operate the platform independently.
Key responsibilities include staying current on third-party integrations and their interaction with Armis in customer environments, serving as a subject matter expert in your area of technical proficiency, and identifying risks early to drive mitigation with appropriate specialist engagement. You will partner with Sales on renewal readiness and surface growth opportunities as customer needs evolve.
Beyond individual account management, you will design and improve scaled programs across the segment to lift outcomes across your entire portfolio. You will build reusable playbooks, templates, and AI workflows that the team adopts, mentor new CSMs joining the team, and act as the customer advocate within Armis, coordinating across teams to meet customer objectives.
ServiceNow is the AI control tower for business reinvention, with a platform that brings together any AI, any data, and any workflow. The company serves 85% of the Fortune 500 and is building an AI-native culture where technology and talent work together.
QUALIFICATIONS:
- Bachelor's degree in Computer Science, Information Systems, or related field, OR relevant certifications (CISSP, Security+, CEH)
- 7+ years of experience as a Customer Success Manager, Technical Account Manager, or related customer-facing technical role
- 7+ years of experience in network engineering, architecture, support, or design
- 5+ years of experience in service delivery or technical account management in post-sales or pre-sales environments
- 3+ years of experience in IT, security, healthcare technology, or similar environments
- Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures
- Experience managing a broad portfolio of accounts with minimal oversight and sound judgment about time allocation
- Hands-on use of AI tools in daily work and ability to learn new technology quickly
- Strong communication and presentation skills across technical and executive audiences
- Track record of identifying risk early and driving it to resolution, including in ambiguous situations
- Experience mentoring or enabling other CSMs, formally or informally
BONUS: Knowledge of healthcare or ICT devices/manufacturers/applications; experience securing IT, IoT, or healthcare systems; experience in scaled or digital customer success models; Portuguese working proficiency.
