Overview
In this role you lead a team of Customer Success Managers for strategic and enterprise customers, driving adoption and value realization of the Armis Platform. You act as a trusted partner, aligning customer goals with product capabilities and organizational objectives. You’ll manage adoption, engagement, risk, and renewal considerations while scaling best practices for a growing CS function. This position offers impact through cross‑functional collaboration and continuous improvement in customer outcomes.
Responsibilities
- Lead and develop a team of Customer Success Managers serving strategic/enterprise customers
- Serve as the primary post‑implementation contact and trusted advisor
- Own customer adoption, engagement, and critical issue management
- Build and nurture relationships with executives and stakeholders to enable business outcomes
- Identify value opportunities and use cases with customers to drive platform adoption
- Coordinate with Product, Sales, Support, and other teams for a cohesive customer experience
- Communicate new features and releases to maximize platform utilization
- Monitor adoption metrics and leverage insights for risk, renewal, and improvement
- Advocate for customer needs and feedback across the organization
- Support renewal and expansion opportunities with Sales and Success teams
- Contribute to scalable, inclusive CS processes and best practices
- Represent customer voice to inform product development and continuous improvement
- Foster opportunities for long‑term partnerships and measurable business outcomes
- Develop scalable approaches to enable the CS organization to grow
Key requirements
- 5+ years of experience in Customer Success, SaaS, cybersecurity, or related tech environment
- Experience supporting SaaS in pre‑/post‑sales or CS roles
- 5+ years leading CS teams with enterprise or strategic customers
- Experience with technical implementations in IT, cybersecurity, networking, cloud, endpoint management or related field
- Collaboration with Product Management teams preferred
- Collaborative leadership style with hands‑on willingness to contribute
- Strong communication and relationship‑building skills; experience handling complex issues
- Experience with process improvement and scalable ways of working
- Familiarity with SaaS customer success tools such as Salesforce or Gainsight
- Bachelor’s degree in a technical or related discipline, or equivalent experience
- Willingness to travel up to 35%
- collaborative
- empathic
- commercially aware
- Salesforce
- Gainsight
- SaaS platforms
Senior Manager, Customer Success Management in London employer: Moveworks
ServiceNow is an exceptional employer that fosters an AI-native culture, empowering employees to focus on meaningful work while driving innovation in the tech industry. With a commitment to employee growth and a flexible work environment, ServiceNow offers unique opportunities for collaboration across teams, ensuring that every voice is heard and valued. Join us in shaping the future of enterprise data solutions in a dynamic and supportive atmosphere where your contributions can make a real impact.
