Sr Customer Success Manager ( Armis/ Veza)

ServiceNow is an AI platform company that brings together AI, data, and workflows to help organizations work smarter and faster. The Senior Customer Success Manager serves as the business liaison between customers and cross-functional teams, owning customer portfolios, driving security-focused success plans, supporting adoption and deployment, mitigating risks, and identifying renewal and growth opportunities.

Responsibilities:

• Own a portfolio of customers as the primary point of contact following the sale
• Build and maintain a success plan for each account tied to their security objectives, and drive it to completion
• Understand customer use cases and provide recommendations that improve security posture and platform utilization
• Ensure deployment and configuration align with key business use cases and are delivered on schedule
• Guide customers through adoption and configuration so their teams can operate the platform independently
• 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
• Identify risk early, drive mitigation, and engage specialists when a problem requires deeper expertise
• Partner with Sales on renewal readiness and surface growth opportunities as customer needs evolve
• Design and improve the scaled programs the segment runs on, so outcomes lift across the portfolio and not only in your own accounts
• Build reusable playbooks, templates, and AI workflows the team adopts, and mentor CSMs joining the team
• Act as the customer advocate within Armis, coordinating across teams to meet customer objectives

Requirements:

• Bachelor's degree in Computer Science, Information Systems, or a related field, or relevant certifications (CISSP, Security+, CEH)
• 7+ or more years of experience in a Customer Success Manager, Technical Account Manager, or related customer facing technical role
• 7+ or more years of experience in network engineering, architecture, support, or design
• 5 or more years of experience in service delivery or technical account management in post-sales or pre-sales environments
• 3 or more years of experience in IT, security, healthcare technology, or similar environments
• Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures
• Experience managing a broad portfolio of accounts with minimal oversight, and sound judgment about where your time creates the most value
• Hands-on use of AI tools in daily work, and the ability to learn new technology quickly
• Strong communication and presentation skills across technical and executive audiences
• A track record of identifying risk early and driving it to resolution, including accounts where the path forward was not obvious
• Experience mentoring or enabling other CSMs, formally or informally
• Knowledge of healthcare or ICT devices, manufacturers, or applications
• Experience securing IT, IoT, or healthcare systems
• Experience in a scaled or digital customer success model
• Portuguese working proficiency