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ServiceNow is seeking a Senior Customer Success Manager to serve as the primary business liaison between customers and cross-functional teams including Executive leadership, Product Management, Engineering, Sales, Training, and Enablement.
In this role, you will own a portfolio of customers and act as their main 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 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, serving as a subject matter expert in your technical area, identifying and mitigating risks early, and engaging specialists when needed. 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 to lift outcomes across your entire portfolio, build reusable playbooks and AI workflows for team adoption, and mentor junior CSMs joining the team. You will also act as the customer advocate within Armis, coordinating across teams to meet customer objectives.
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or related field, OR relevant certifications (CISSP, Security+, CEH)
- 8+ years in Customer Success Manager, Technical Account Manager, or related customer-facing technical role
- 8+ years in network engineering, architecture, support, or design
- 5+ years in service delivery or technical account management in post-sales or pre-sales environments
- 3+ years 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 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/healthcare systems; experience in scaled or digital customer success models; Portuguese working proficiency.
