Principal Customer Success Manager

ServiceNow•Philadelphia, PA

2h•$137,501 - $180,950

About The Position

ServiceNow is seeking a Principal Technical Customer Success Manager to join its Customer Success Team and help customers achieve strategic objectives and maximum value from the Armis platform. The role aligns customer use cases with CISO goals and identifies growth opportunities by connecting the platform’s latest innovations, capabilities, and products to customer business goals. The position guides customers through adoption and operationalization of the platform, including hands-on technical delivery and configuration. It also serves as a business liaison between customers and Armis cross-functional teams, including executives, Product Management, Engineering, Sales, Training, and Enablement. The role works collaboratively to deliver strong customer outcomes, leading adoption and implementation plans for platinum-level customers and helping improve security posture and platform utilization. The position is customer-facing and technical, involving trusted relationships with technical stakeholders and decision-makers, deployment alignment with customer use cases, knowledge of third-party integrations, and coordination with internal teams.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or a related field, or relevant certifications such as CISSP, Security+, or CEH.
8+ years of experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role.
5+ years of experience in network engineering, architecture, support, or design.
5+ years of experience in service delivery or technical account management in post-sales and/or pre-sales environments.
Strong communication and presentation skills across technical and executive audiences.
3+ years of experience in IT, security, healthcare technology, or similar environments.
Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures.

Nice To Haves

Knowledge of healthcare/ICT devices, manufacturers, or applications.
Experience securing IT, IoT, or healthcare systems.
Familiarity with scripting languages; Python is preferred.
Ability to travel up to 20–25% per quarter.

Responsibilities

Lead adoption and implementation plans for platinum-level customers, ensuring value realization from the Armis platform.
Understand customer use cases and provide recommendations to improve security posture and platform utilization.
Build and maintain trusted relationships with technical stakeholders and decision-makers.
Act as the customer advocate within Armis, coordinating across teams to meet customer objectives.
Ensure deployment and configuration align with key business use cases and are delivered on schedule.
Stay current on third-party integrations and how they interact with Armis within customer environments.
Serve as a subject matter expert in the relevant area of technical proficiency.
Partner with Product, Engineering, Support, and Sales teams to drive account success.
Align new use cases with CISO goals and identify growth opportunities by matching Armis innovations, capabilities, and products to customer business goals.
Guide customers in successful adoption and operationalization of the Armis platform, including hands-on technical delivery and configuration.