Senior Manager, Customer Success - Customer Success Management

Job Description

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 you’ll 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 we’re 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 Bachelor’s degree, preferably in a technical or related discipline, or equivalent relevant experience.

• Willingness and ability to travel up to 35%.

How you’ll succeed

You’ll 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 don’t need to meet every requirement listed above to be considered—we’re interested in the skills, experience, and perspective you can bring to the role.

FD21

Additional Information

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 [email protected] 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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