Senior Manager, Customer Success Management

As Senior Manager Customer Success you will lead a team of Customer Success Managers who partner with customers to help them achieve meaningful business outcomes through the successful adoption and use of the Armis Platform.

You will support your team in building trusted customer relationships understanding business priorities identifying opportunities for growth and proactively managing customer risk. You will also help establish consistent scalable approaches to customer success that deliver long-term value.

This is a people leadership role that combines strategic thinking customer advocacy collaboration and operational excellence.

What youll do

• Lead support and develop a team of Customer Success Managers working with strategic and enterprise customers.

• Ensure your team serves as a trusted partner and primary point of contact following implementation.

• Support the team in taking ownership of customer adoption engagement and critical issue management.

• Build strong relationships with customer stakeholders and executive sponsors helping them achieve their business objectives through effective adoption of the Armis Platform.

• Partner with customers to identify relevant use cases opportunities for value creation and areas where the platform can address business and security priorities.

• Collaborate with internal Armis teams to align customer activities with their business objectives strategy and desired outcomes.

• Help customers understand new features capabilities and product releases ensuring they can make the most of the platform.

• Monitor adoption and utilisation trends and use customer insights data and business context to identify opportunities risks and areas for improvement.

• Champion customer needs and feedback helping ensure they are represented across the organisation.

• Identify potential renewal risks early and work collaboratively with internal teams and customers to develop appropriate plans and solutions.

• Partner with Product Sales Support Professional Services and other teams to create a consistent and positive customer experience.

• Contribute ideas and improvements that make our customer success practices more effective scalable and inclusive.

• Represent the voice of the customer and share insights that contribute to continuous improvement across the business including product development.

• Work closely with Sales to position and promote Customer Success and Success Services supporting opportunities for expansion renewal and long-term partnership.

• Help develop best practices processes and approaches that enable the Customer Success organisation to scale effectively.

Qualifications :

What were looking for

• 5 years of experience in Customer Success SaaS cybersecurity or a related technology environment.

• Experience supporting SaaS solutions in a pre-sales post-sales or customer success capacity.

• 5 years of experience leading Customer Success teams supporting enterprise or strategic customers.

• Experience with technical implementations or projects preferably within IT cybersecurity networking cloud services endpoint management or a related field.

• Experience collaborating with or working closely alongside Product Management teams.

• A collaborative leadership style and a willingness to contribute directly when needed.

• Strong communication and relationship-building skills including experience managing complex issues prioritising competing needs and supporting customers through challenging situations.

• Experience with process improvement planning decision-making analysis service excellence and developing scalable ways of working.

• Familiarity with SaaS and customer success technologies such as Salesforce Gainsight or similar platforms.

• A Bachelors degree preferably in a technical or related discipline or equivalent relevant experience.

• Willingness and ability to travel up to 35%.

How youll succeed

Youll succeed in this role by creating an environment where your team can do their best work are hungry to drive customers forward and create strong partnerships that lead to measurable business outcomes.

We value people who are curious collaborative empathetic commercially aware and comfortable navigating complexity. You dont need to meet every requirement listed above to be consideredwere interested in the skills experience and perspective you can bring to the role.

FD21

Additional Information :

Work Personas

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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 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 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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Remote Work :

No

Employment Type :

Full-time