Sr Customer Success Manager

Company Description

It all 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

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.

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

Qualifications

To be successful in this role you have

Bachelor's degree in Computer Science, Information Systems, or a related field, or relevant certifications (CISSP, Security+, CEH)

8 or more years of experience in a Customer Success Manager, Technical Account Manager, or related customer facing technical role

8 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

Bonus points

• 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

For positions in this location, we offer a base pay of $102,300 - $159,850, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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 [email protected] 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.

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• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible or Remote