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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 (ServiceNow's AI-powered security and device management solution).
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 C-level decision-makers, serve as the customer advocate within ServiceNow, and coordinate across Product, Engineering, Support, Sales, Training, and Executive teams to meet customer objectives.
Key responsibilities include:
- Leading adoption and implementation for platinum-level customers with focus on value realization
- Understanding customer use cases and recommending security posture improvements
- Building and maintaining relationships with technical stakeholders and decision-makers
- Acting as customer advocate and coordinating cross-functional 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 area of technical proficiency
- Partnering with Product, Engineering, Support, and Sales teams
The role requires hands-on technical delivery, platform configuration, and the ability to communicate effectively across technical and executive audiences. You'll travel up to 20–25% per quarter to support customer success.
ServiceNow offers flexible work personas (flexible, remote, or in-office) based on the nature of work and assigned location.
REQUIREMENTS:
- Bachelor's degree in Computer Science, Information Systems, or related field, OR relevant certifications (CISSP, Security+, CEH)
- 7+ years experience in Customer Success Manager, Technical Account Manager, or related customer-facing technical role
- 5+ years experience in network engineering, architecture, support, or design
- 5+ years experience in service delivery or technical account management in post-sales 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
