Senior Technical Customer Success Manager (Armis)

Company Description

Who we are: Armis from ServiceNow, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. Combined with ServiceNow’s Security and Risk capabilities, as well as Identity Security capabilities from Veza, we bring together all critical capabilities to secure every asset, every identity - incl. AI Agents - across all environments with the right level of context - security, operational and business - to build the first of its kind autonomous defense platform for the Agentic Enterprise.

ServiceNow started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

Job Description

What you get to do in this role: We are looking for a Technical Customer Success Manager (TCSM) to join our growing Customer Success Team, who are key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals, and identify growth opportunities by informing the customer of our latest innovations, capabilities, and products and match these to the clients’ business goals. In addition, the TCSM will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The TCSM serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others.

What You'll Do:

• Manage a portfolio of up to 20 accounts throughout their lifecycle with Armis.
• Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment.
• Work with customer and Armis account teams to define success plans and strategy to meet customer’s objectives.
• Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.
• Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.
• Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.
• Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.
• Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status. This includes delivering Executive Business Reviews to ensure alignment on goals and value realization.
• Leverage Gainsight to track account activity, health score, risk, and other critical metrics.
• Maintain current functional and technical knowledge of the Armis platform and future products.
• Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security posture.
• Build trusted relationships with relevant, technical users and manage stakeholders within assigned accounts.
• Serve as a customer advocate to guide other resources at Armis towards achieving customer goals.
• Validate customer deployment and configuration align with business use cases. Validate that use cases are appropriately captured and delivered in a timely manner.
• Maintain knowledge of 3rd Party solutions and integrations/interoperability with the Armis platform within the assigned customer environments.
• Providing technical subject matter expertise where applicable aligned to the expected proficiency.
• Collaborating with Engineering, Product, Support and Sales teams to drive account success.

Qualifications

What we expect:

• Possess 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 functions, ideally in Customer Success.
• 3+ years experience in network engineering, architecture, support, or network design capacity.
• 2+ years experience working in Security/Healthcare/automotive/Retail/OT.
• Strong technical and problem solving skills coupled with the ability to provide quick resolution to problems.
• 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 of experience in relationship building role including service delivery or account management in a post and/or pre sales environment.
• 3+ years experience as full-time Deployment Engineer highly preferred or as a Professional Services Engineer, Consultant, or IT/Operations Engineering.
• 5+ years experience in a combination of the following; designing, deploying, configuring, supporting, troubleshooting, debugging and coordinating Unified Communications products, devices, solutions, and technologies for small, medium, large and/or enterprise businesses.
• Experience implementing a security program within enterprise organization.
• Familiarity with various Healthcare/IOT devices and manufacturers.
• B.S in IT, IS, CS, MIS, (or equivalent degree) and/or relevant industry qualifications (CISSP, Security +, CEH) desired.
• Familiarity/Experience in Cyber Security i.e Endpoint, SOAR, SIEM.
• Linux Operating System basic operation and troubleshooting (i.e. Redhat Linux / CentOS).
• Networking (LAN/WAN, Routing/Switching protocols, Network Security).
• Ability to travel regionally as needed (up to 20-25% per quarter).

Additional Information

Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.

Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.

Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.