Principal Customer Success Manager ( Armis/Veza)

ServiceNow is an AI control tower for business reinvention that brings together AI, data, and workflows to help organizations work smarter, faster, and better. The Principal Technical Customer Success Manager will help customers achieve strategic objectives and maximize value from the Armis platform through adoption, implementation, technical delivery, configuration, and cross-functional coordination. The role also involves identifying growth opportunities, advising on security posture and platform utilization, and serving as a trusted technical liaison to customer stakeholders.

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

Requirements:

• Bachelor's degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH)
• 5+ years experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role
• 5+ years experience in network engineering, architecture, support, or design
• 5+ 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
• 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
• 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