Sr Customer Success Manager ( Armis/ Veza)

ServiceNow•San Diego, CA

23h

About The Position

The Sr CSM serves as the business liaison between the customer and all cross functional teams, including our Executive team, Product Management, Engineering, Sales, Training and Enablement, and others. The role involves owning a portfolio of customers, building success plans tied to their security objectives, and driving them to completion. The CSM will understand customer use cases, provide recommendations to improve security posture and platform utilization, and ensure deployment and configuration align with key business use cases. They will guide customers through adoption and configuration, stay current on third-party integrations, and act as a subject matter expert. Additionally, the CSM will identify risks early, drive mitigation, partner with Sales on renewals and growth opportunities, and design/improve scaled programs. They will also build reusable playbooks, templates, and AI workflows, mentor new CSMs, and act as the customer advocate within the company.

Requirements

Bachelor's degree in Computer Science, Information Systems, or a related field, or relevant certifications (CISSP, Security+, CEH)
7+ or more years of experience in a Customer Success Manager, Technical Account Manager, or related customer facing technical role
7+ or more years of experience in network engineering, architecture, support, or design
5 or more years of experience in service delivery or technical account management in post-sales or pre-sales environments
3 or more years of experience in IT, security, healthcare technology, or similar environments
Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures
Experience managing a broad portfolio of accounts with minimal oversight, and sound judgment about where your time creates the most value
Hands-on use of AI tools in daily work, and the ability to learn new technology quickly
Strong communication and presentation skills across technical and executive audiences
A track record of identifying risk early and driving it to resolution, including accounts where the path forward was not obvious
Experience mentoring or enabling other CSMs, formally or informally

Nice To Haves

Knowledge of healthcare or ICT devices, manufacturers, or applications
Experience securing IT, IoT, or healthcare systems
Experience in a scaled or digital customer success model
Portuguese working proficiency

Responsibilities

Own a portfolio of customers as the primary point of contact following the sale
Build and maintain a success plan for each account tied to their security objectives, and drive it to completion
Understand customer use cases and provide recommendations that improve security posture and platform utilization
Ensure deployment and configuration align with key business use cases and are delivered on schedule
Guide customers through adoption and configuration so their teams can operate the platform independently
Stay current on third-party integrations and how they interact with Armis within customer environments
Serve as a subject matter expert in your area of technical proficiency
Identify risk early, drive mitigation, and engage specialists when a problem requires deeper expertise
Partner with Sales on renewal readiness and surface growth opportunities as customer needs evolve
Design and improve the scaled programs the segment runs on, so outcomes lift across the portfolio and not only in your own accounts
Build reusable playbooks, templates, and AI workflows the team adopts, and mentor CSMs joining the team
Act as the customer advocate within Armis, coordinating across teams to meet customer objectives