Senior Technical CSM — Security Platform Adoption Leader

Servicenow; Orlando (FL); Hybrid; USD 87,000 - 152,000; Full time

Benefits offered by this job

Health plans

401(k) plan with company match

ESPP

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Senior Technical Customer Success Manager (T.CSM) to join the Customer Success Team. You will guide platinum-level customers through adoption, align new use cases to CISO goals, and identify growth opportunities by showcasing latest innovations and product capabilities.

The T.CSM will lead technical delivery, coordinate with Executive, Product Management, Engineering, Sales, Training and Enablement teams, and ensure successful deployment and value realization across the

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH).
• 7+ years experience in a Customer Success/Technical Account Manager role.
• 6+ years experience in network engineering, architecture, support, or design.
• 6+ years experience in service delivery or technical account management in post- and/or pre-sales environments.
• Strong communication and presentation skills across technical and executive audiences.
• 3+ years experience in IT, security, healthcare tech, or similar environments.
• Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures.

Responsibilities

• Lead adoption and implementation plans for platinum-level customers, ensuring value realization from the platform.
• Understand customer use cases and provide recommendations to improve security posture and platform utilization.
• Build and maintain trusted relationships with technical stakeholders and decision-makers.
• Act as the customer advocate within the organization, coordinating across teams to meet objectives.
• Ensure deployment and configuration align with key business use cases and are delivered on schedule.
• Stay current on third-party integrations and how they interact with the platform within customer environments.
• Serve as a subject matter expert in your area of technical proficiency.
• Partner with Product, Engineering, Support, and Sales teams to drive account success.

Skills

Security certifications

Strong communication

Presentation skills

Education

Bachelor’s degree in Computer Science or related field

Job description

ServiceNow is seeking a Senior Technical Customer Success Manager (T.CSM) to join the Customer Success Team. You will guide platinum-level customers through adoption, align new use cases to CISO goals, and identify growth opportunities by showcasing latest innovations and product capabilities.

The T.CSM will lead technical delivery, coordinate with Executive, Product Management, Engineering, Sales, Training and Enablement teams, and ensure successful deployment and value realization across the