Senior Technical Customer Success Manager — Platform Adoption

ServiceNow; Town of Florida (NY); Hybrid; USD 87,000 - 152,000; Full time

Benefits offered by this job

Health plans

401(k) with company match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a Senior Technical Customer Success Manager (T.CSM) to join the Customer Success Team, guiding platinum-level customers in adopting the Armis platform and aligning use cases with business goals. You will drive hands-on technical delivery, oversee deployment, and coordinate across Product, Engineering, Sales, and Support to maximize value realization.

The role emphasizes strong communication with technical and executive audiences, with travel up to 20–25% and base pay

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 role.
• 6+ years experience in network engineering, architecture, support, or design.
• 6+ years 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 company, coordinating across teams to meet customer 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 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

Strong communication

Presentation skills

Network protocol knowledge

Education

Bachelor’s degree in CS/IS or relevant certifications

Job description

ServiceNow is seeking a Senior Technical Customer Success Manager (T.CSM) to join the Customer Success Team, guiding platinum-level customers in adopting the Armis platform and aligning use cases with business goals. You will drive hands-on technical delivery, oversee deployment, and coordinate across Product, Engineering, Sales, and Support to maximize value realization.

The role emphasizes strong communication with technical and executive audiences, with travel up to 20–25% and base pay