Healthcare CS & Security Strategy Lead

ServiceNow; Philadelphia (Philadelphia County); Hybrid; USD 158,000 - 209,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Flexible time away

Family leave

Job summary

ServiceNow is seeking a Sr. Manager of Customer Success for Healthcare Cybersecurity. You will lead a healthcare portfolio bridging clinical IT, biomedical engineering, and security operations to drive adoption of OT/IT security across multi-site hospital systems.

You’ll mentor Technical CSMs, own regional ARR plans, and translate regulatory realities into scalable success playbooks while coordinating with Product and advisory boards.

Qualifications

• 10+ years in Customer Success, Account Management, or consulting in B2B SaaS or cybersecurity with healthcare focus.
• Proven leadership of technical portfolios and teams in healthcare cybersecurity or OT/IT convergence.
• Strong understanding of healthcare network infrastructure and clinical device protocols.
• Fluency translating protocol security implications to clinical stakeholders.

Responsibilities

• Own regional ARR planning and attainment for healthcare accounts and align resources to complexity and regulatory timelines.
• Standardize healthcare narratives around clinical network security outcomes and risk metrics.
• Lead portfolio-level healthcare risk playbooks and coordinate cross-functional mitigations.
• Define best practices for DICOM/HL7 visibility, NAC enforcement, and device inventory governance.
• Drive Voice of Customer cadences and coordinate beta engagements with Product and advisory boards.
• Build enablement programs for the healthcare team and develop skills roadmaps for Technical CSMs.
• Own onboarding standards for multi-facility deployments and measure adoption of best practices.
• Scale healthcare vertical frameworks for academic medical centers, community hospitals, and IDNs.
• Maintain relationships with clinical leaders and advocate for product enhancements in healthcare security reporting.
• Model ethical decision-making balancing security with clinical continuity and ensure KPI alignment.

Skills

Healthcare portfolio management

Stakeholder engagement

Customer success leadership

Strategic planning

Education

Bachelor's degree in IT/CS/Healthcare IT or related

Tools

Claroty

Dragos

Nozomi

Job description

ServiceNow is seeking a Sr. Manager of Customer Success for Healthcare Cybersecurity. You will lead a healthcare portfolio bridging clinical IT, biomedical engineering, and security operations to drive adoption of OT/IT security across multi-site hospital systems.

You’ll mentor Technical CSMs, own regional ARR plans, and translate regulatory realities into scalable success playbooks while coordinating with Product and advisory boards.