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Salary: USD 87,000 - 152,000 / annual
ServiceNow is seeking a Senior Technical Customer Success Manager (T.CSM) to join the Customer Success Team. In this role, you will be the primary technical and business liaison for platinum-level customers, helping them achieve strategic objectives and maximize value from the Armis Platform.
You will lead adoption and implementation plans, understand customer use cases, and provide recommendations to improve security posture and platform utilization. You'll build trusted relationships with technical stakeholders and decision-makers across all organizational levels, serving as a subject matter expert and customer advocate within ServiceNow.
Key responsibilities include:
- Leading adoption and implementation plans for platinum-level customers
- Understanding customer use cases and recommending security and platform improvements
- Building and maintaining relationships with technical stakeholders and executives
- Acting as the customer advocate, coordinating across internal teams
- Ensuring deployment and configuration align with business use cases and timelines
- Staying current on third-party integrations and their interaction with Armis
- Serving as a subject matter expert in your technical area
- Partnering with Product, Engineering, Support, and Sales teams to drive account success
- Hands-on technical delivery and platform configuration
- Identifying growth opportunities and aligning new use cases to CISO goals
This is a highly collaborative role where you'll work across Executive, Product Management, Engineering, Sales, Training, and Enablement teams.
QUALIFICATIONS:
- Bachelor's degree in Computer Science, Information Systems, or related field, OR relevant certifications (CISSP, Security+, CEH)
- 7+ years experience as a Customer Success Manager, Technical Account Manager, or related customer-facing technical role
- 6+ years experience in network engineering, architecture, support, or design
- 6+ years experience in service delivery or technical account management in post-sale and/or pre-sales environments
- 3+ years 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 results were reported externally or to a board
- Experience creating journey maps that generated decisions
- Background working across both product and post-sale organizations
