Senior Technical Customer Success Manager (Armis)

ServiceNow

About The Position

Armis, part of ServiceNow, is seeking a Technical Customer Success Manager to help customers achieve strategic objectives and maximum value from their Armis Platform investment. The role aligns new use cases with CISO goals, identifies growth opportunities by connecting Armis innovations and products to customer business goals, and guides customers through successful adoption and operationalization. Hands-on technical platform delivery and configuration are required. The TCSM serves as a business liaison between customers and Armis cross-functional teams, including executives, Product Management, Engineering, Sales, Training and Enablement, and others. The position manages a portfolio of up to 20 accounts throughout the customer lifecycle, from the transition out of presales through deployment and ongoing value realization. It is responsible for customer health, retention, satisfaction, adoption, and growth, as well as communicating customer risks, wins, product issues, and feature requests. The role establishes regular customer engagement, including executive business reviews, and uses Gainsight to monitor account activity, health, risks, and other key metrics. It also validates deployments and configurations against business use cases, provides technical expertise, maintains knowledge of the Armis platform and third-party integrations, and collaborates with internal teams to advance customer goals. Regional travel may be required, up to 20–25% per quarter.

Requirements

At least 5 years of experience in a related customer-facing function involving advocacy and engagement in post-sales, systems engineering, professional services, or client management; Customer Success experience is ideal.
At least 3 years of experience in network engineering, architecture, support, or network design.
At least 2 years of experience in Security, Healthcare, automotive, Retail, or OT.
Strong technical and problem-solving skills, including the ability to resolve problems quickly.
Solid project management and solution delivery experience, with demonstrated ability to drive projects from definition through final delivery.
Exceptional verbal, written, social, presentation, and interpersonal skills.
Ability to travel regionally as needed, up to 20–25% per quarter.

Nice To Haves

Experience as a CSM or Technical Account Manager in a cybersecurity SaaS organization.
At least 3 years of experience in a relationship-building role, including service delivery or account management in a post-sales and/or presales environment.
At least 3 years of experience as a full-time Deployment Engineer, Professional Services Engineer, Consultant, or IT/Operations Engineer.
At least 5 years of experience designing, deploying, configuring, supporting, troubleshooting, debugging, and coordinating Unified Communications products, devices, solutions, and technologies for businesses of various sizes, including enterprise businesses.
Experience implementing a security program within an enterprise organization.
Familiarity with healthcare/IoT devices and manufacturers.
B.S. in IT, IS, CS, MIS, or an equivalent degree, and/or relevant industry qualifications such as CISSP, Security+, or CEH.
Familiarity or experience in cybersecurity areas such as Endpoint, SOAR, or SIEM.
Basic Linux operating system operation and troubleshooting, such as Red Hat Linux or CentOS.
Networking knowledge, including LAN/WAN, routing and switching protocols, and network security.

Responsibilities

Manage a portfolio of up to 20 accounts throughout their lifecycle with Armis.
Build customer relationships early, beginning as customers transition from presales to deployment.
Work with customers and Armis account teams to define success plans and strategies that meet customer objectives.
Guide customers through implementation, deliver use cases and value, and lead them toward an operationalized state.
Own the overall health and retention of assigned customers, maximize satisfaction, and drive adoption, value, growth, and customer references.
Report risks and wins internally to Armis account teams and externally to customer sponsors and executives.
Understand customer product issues and feature requests and represent their priorities and feedback to the Armis product team.
Establish regular monthly, quarterly, and digital engagement with each assigned customer, including guidance, executive dashboard and issue reviews, and program-status communication.
Deliver Executive Business Reviews to align on goals and value realization.
Use Gainsight to track account activity, health scores, risks, and other critical metrics.
Maintain current functional and technical knowledge of the Armis platform and future products.
Increase utilization of the Armis platform and recommend features that can improve customers’ security posture.
Build trusted relationships with technical users and manage stakeholders within assigned accounts.
Advocate for customers and guide Armis resources toward achieving customer goals.
Validate that customer deployments and configurations align with business use cases.
Ensure use cases are appropriately captured and delivered in a timely manner.
Maintain knowledge of third-party solutions and their integration and interoperability with the Armis platform in customer environments.
Provide technical subject-matter expertise appropriate to the expected proficiency.
Collaborate with Engineering, Product, Support, and Sales teams to drive account success.