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Armis (from ServiceNow) is seeking a Senior Technical Customer Success Manager to join their growing Customer Success team in Munich. This role is critical in helping valued customers achieve their strategic objectives and maximize value from their investment in the Armis Platform.
You will manage a portfolio of up to 30 accounts throughout their lifecycle, serving as the primary business liaison between customers and cross-functional Armis teams including Executive leadership, Product Management, Engineering, Sales, and Training & Enablement.
Key Responsibilities:
- Build and maintain strong customer relationships from the PreSales phase through deployment, defining success plans aligned with customer objectives
- Guide customers through implementation, delivering use cases and driving them toward an operationalized state
- Own overall health and retention of assigned accounts, maximizing customer satisfaction (NPS) and driving adoption for growth and reference-ability
- Report risks and wins internally to the Armis account team and externally to account sponsors and executives
- Understand customer product issues and feature requests, representing customer priorities to the product team
- Establish regular cadence (monthly, quarterly, digital) with each customer, including Executive Business Reviews to ensure alignment on goals and value realization
- Leverage Gainsight to track account activity, health scores, risks, and critical metrics
- Maintain current functional and technical knowledge of the Armis platform and future products
- Drive platform utilization and recommend features to improve customer security posture
- Build trusted relationships with technical users and manage stakeholders within accounts
- Serve as customer advocate, guiding Armis resources toward achieving customer goals
- Validate customer deployment and configuration align with business use cases
- Maintain knowledge of third-party solutions and integrations with the Armis platform
- Provide technical subject matter expertise as applicable
- Collaborate with Engineering, Product, Support, and Sales teams to drive account success
Requirements:
- Fluent in English and German (spoken and written)
- Exceptional verbal, written, social, presentation, and interpersonal skills
- 5+ years experience in a related function with direct customer-facing, advocacy, and engagement experience in post-sales, systems engineering, professional services, or client management (ideally Customer Success)
- 3+ years experience in network engineering, architecture, support, or network design
- 2+ years experience working in Security, Healthcare, Automotive, Retail, or OT environments
- Strong technical and problem-solving skills with ability to provide quick resolution
- Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition to final delivery
A Plus:
- Experience as a CSM or Technical Account Manager (TAM) in a Cyber Security SaaS organization
- 3+ years in relationship-building roles including service delivery or account management in post/pre-sales
- 3+ years as full-time Deployment Engineer or Professional Services Engineer, Consultant, or IT/Operations Engineering
- 5+ years designing, deploying, configuring, supporting, troubleshooting, and coordinating Unified Communications products and solutions
- Experience implementing security programs within enterprise organizations
- Familiarity with Healthcare/IoT devices and manufacturers
- B.S. in IT, IS, CS, MIS (or equivalent) and/or relevant certifications (CISSP, Security+, CEH)
- Familiarity/experience in Cyber Security (Endpoint, SOAR, SIEM)
- Linux Operating System basic operation and troubleshooting (RedHat Linux, CentOS)
- Networking knowledge (LAN/WAN, Routing/Switching protocols, Network Security)
- Ability to travel regionally as needed (up to 20-25% per quarter)
- Additional European languages
