Sr Customer Success Manager

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

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.

We are looking for a SeniorTechnical Customer Success Manager (T.CSM) to join our growing Customer Success Team, who are a key in helping our valued customers achieve their strategic objectives and obtain maximum value from their investment in their Armis Platform. This will include helping in aligning new use cases to the CISO goals, and identify growth opportunities by informing the customer of our latest innovations, capabilities, and products and match these to the clients’ business goals. In addition, the T.CSM will guide the customer in the successful adoption and operationalization of the Armis platform towards maximum value realization within all levels of the organization so hands-on technical delivery of the platform and configuration is required. The T.CSM serves as the business liaison between the customer and all cross functional teams within Armis, including our Executive team, Product Management, Engineering, Sales, Training and Enablement and others.

We are highly collaborative and believe that success in one area can be replicated across many. Our team thrives on going above and beyond to deliver exceptional results, and we’re looking for individuals who are passionate about making customers successful.

Responsibilities:

• Lead adoption and implementation plans for platinum-level customers, ensuring value realization from the Armis 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 Armis, 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 Armis 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.

To be successful in this role you have:

• Bachelor’s degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH).
• 7+ years experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical 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.

Bonus Points:

Knowledge of healthcare/ICT devices, manufacturers, or applications.

Experience securing IT, IoT, or healthcare systems.

Familiarity with scripting languages (Python preferred).

Ability to travel up to 20–25% per quarter.

For positions in this location, we offer a base pay of $87,000 - $152,000, 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, the 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.

• Have run NPS at a company where the number was reported externally or to a board, with the scrutiny that brings
• Know the difference between a journey map that generated consensus and one that generated decisions
• Have worked across both product and post-sale organizations and can speak either language

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 [e-mail] 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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