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Armis (part of ServiceNow) is seeking a Senior Technical Customer Success Manager to join their growing Customer Success team in Munich. This role is critical to 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 include:
- Building strong customer relationships from the PreSales transition through deployment, defining success plans aligned with customer objectives
- Guiding customers through implementation, delivering use cases and value, and leading them to an operationalized state
- Owning overall health and retention of assigned customers, maximizing NPS scores and driving adoption for growth and reference-ability
- Reporting risks and wins internally to account teams and externally to account sponsors and executives
- Understanding customer product issues and feature requests to represent customer priorities with the product team
- Establishing regular cadence (monthly, quarterly, digital) with each customer, including Executive Business Reviews
- Leveraging Gainsight to track account activity, health scores, risk, and critical metrics
- Maintaining current functional and technical knowledge of the Armis platform and future products
- Driving platform utilization and recommending features to improve customer security posture
- Building trusted relationships with technical users and managing stakeholders within accounts
- Serving as customer advocate to guide Armis resources toward achieving customer goals
- Validating customer deployment, configuration, and use case alignment with business objectives
- Maintaining knowledge of third-party solutions and integrations with the Armis platform
- Providing technical subject matter expertise aligned to expected proficiency levels
- Collaborating with Engineering, Product, Support, and Sales teams to drive account success
The role requires hands-on technical delivery and platform configuration expertise. You will travel regionally as needed (up to 20-25% per quarter).
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 industry qualifications (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
- Additional European languages
