Senior AI-Enabled Customer Success Manager

ServiceNow; California; Hybride; USD 102 000 - 160 000; Plein temps

Avantages offerts par ce poste

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Résumé du poste

ServiceNow is seeking a senior Customer Success professional to own a portfolio of strategic accounts in the United States. You will build security-driven success plans, guide platform adoption, and coordinate deployment and configuration to meet critical business outcomes.

You will work with cross-functional teams to mitigate risk, mentor junior CSMs, and identify renewal and growth opportunities. This role emphasizes AI-enabled workflows and scalable customer programs.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or relevant certifications (CISSP, Security+, CEH).
• 7+ years in a Customer Success Manager, Technical Account Manager, or related role.
• 7+ years in network engineering, architecture, support, or design.
• 5+ years in service delivery or technical account management in post-sales or pre-sales.
• 3+ years in IT, security, healthcare tech, or similar environments.

Responsabilités

• Own a portfolio of customers as the primary point of contact after the sale.
• Build and maintain a success plan for each account aligned to security objectives and drive completion.
• Understand customer use cases and suggest improvements to security posture and platform utilization.
• Ensure deployment and configuration align with business use cases and are delivered on schedule.
• Guide customers through adoption and configuration so teams operate the platform independently.
• Stay current on third-party integrations and interactions 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 needed.
• Partner with Sales on renewal readiness and surface growth opportunities as needs evolve.
• Design and improve scaled programs and playbooks for the segment to lift outcomes across the portfolio.

Connaissances

Account ownership

Security-focused success plans

Customer success management

Technical communications

Executive-level presentation

Mentoring/coaching

AI tools usage

Risk identification & mitigation

Formation

Bachelor's degree in CS/IS or related field

Description du poste

ServiceNow is seeking a senior Customer Success professional to own a portfolio of strategic accounts in the United States. You will build security-driven success plans, guide platform adoption, and coordinate deployment and configuration to meet critical business outcomes.

You will work with cross-functional teams to mitigate risk, mentor junior CSMs, and identify renewal and growth opportunities. This role emphasizes AI-enabled workflows and scalable customer programs.