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Salary: USD 158,000 - 208,750 / annual
ServiceNow seeks a Senior Manager of Customer Success to lead the healthcare cybersecurity portfolio for Armis/Veza. This role bridges technical teams and healthcare stakeholders (clinical IT, biomedical engineering, compliance, security operations) across hospital systems and healthcare enterprises.
You will own regional ARR planning and attainment for healthcare accounts, aligning resources to customer segmentation maturity, clinical network complexity, and regulatory timelines. You'll standardize healthcare-specific narratives around clinical network security outcomes (segmentation velocity, device inventory, incident response readiness) and partner with customers on FDA cybersecurity compliance and HIPAA/HITECH audit readiness.
Key responsibilities include establishing portfolio-level healthcare risk playbooks, chairing recurring risk reviews focused on critical device vulnerabilities and segmentation gaps, and operationalizing healthcare network design reviews and security standards. You'll define best practices for DICOM/HL7 protocol visibility, clinical VLAN segmentation, NAC enforcement, and medical device inventory governance, scaling reusable patterns for multi-site hospital systems.
You will run regional Voice of Customer cadences focused on healthcare-specific use cases, aggregating clinical IT and biomedical requests into prioritized product asks. You'll establish enablement agendas for the healthcare team, building proficiency on medical device types, clinical communication protocols (HL7, DICOM, IEEE 11073, BACnet, Modbus), and healthcare compliance frameworks (IEC 80001, NIST CSF for Healthcare, HIPAA Security Rule).
Additional responsibilities include owning healthcare onboarding standards and playbooks, scaling healthcare vertical frameworks for different customer profiles (academic medical centers, community hospitals, integrated delivery networks), and driving customer-to-product feedback loops through healthcare advisory boards. You'll model ethical decision-making on healthcare security trade-offs and cultivate a learning culture by running implementation retros and building skills roadmaps for Technical CSMs.
**Requirements:**
- 10+ years in Customer Success, Account Management, Solutions Engineering, or Consulting within B2B SaaS or enterprise cybersecurity
- 5+ years focused on healthcare IT, medical device security, or clinical network environments
- Proven track record managing technical portfolios and leading teams in healthcare cybersecurity, OT/IT convergence, or medical device security
- Deep understanding of healthcare network infrastructure (clinical VLANs, medical device protocols, segmentation, remote access for biomedical vendors)
- Demonstrated fluency with healthcare communication protocols (DICOM, HL7/FHIR, IEEE 11073, BACnet, Modbus) and ability to translate protocol security implications to clinical stakeholders
- Strong knowledge of healthcare compliance frameworks (HIPAA, HITECH, FDA cybersecurity premarket/postmarket guidance, IEC 80001, NIST CSF for Healthcare)
- Exceptional ability to manage relationships across technical and clinical stakeholders (biomedical engineers, clinical IT directors, compliance officers, hospital security teams)
- Track record of managing large, complex healthcare customer implementations (multi-site systems, high-touch deployments, regulatory audits)
- Bachelor's degree in IT, Computer Science, Healthcare IT, Biomedical Engineering, or related discipline (required); advanced degree or equivalent healthcare security experience preferred
**Preferred:**
- Experience with healthcare-specific cybersecurity or visibility platforms (Claroty, Dragos, Nozomi, or similar OT/medical device security solutions)
- Experience working with biomedical engineering teams or clinical IT leadership on device security and network architecture projects
- Familiarity with healthcare incident response workflows and coordination across clinical, IT, and security operations teams
- Knowledge of hospital architecture standards (e.g., AAMI TIR57 guidelines for clinical IT security)
- Strategic systems thinking and ability to translate clinical and compliance complexity into scalable operational frameworks
- Exceptional communication skills with ability to present security concepts to non-technical clinical leaders and executive stakeholders
- Data-driven decision-maker with strong portfolio analytics and KPI design experience
- Empathetic leader committed to developing Technical CSMs and building team capability in healthcare-specific domains
