Sr Technical Customer Success Manager

Who we are:

Armis from ServiceNow, protects the entire attack surface and manages an organization’s cyber risk exposure in real time. Combined with ServiceNow’s Security and Risk capabilities, as well as Identity Security capabilities from Veza, we bring together all critical capabilities to secure every asset, every identity - incl. AI Agents - across all environments with the right level of context - security, operational and business - to build the first of its kind autonomous defense platform for the Agentic Enterprise. 

ServiceNow 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.

What you get to do in this role:

We are looking for a Technical Customer Success Manager (T.CSM) (German Speaking) 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.

What You'll Do:

• Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis.

• Build strong customer relationships by engaging early as the customer transitions from the PreSales phase to deployment. Work with customer and Armis account teams to define success plans and strategy to meet customer’s objectives. 

• Guide the customer through the implementation phase, delivering use cases and value, leading them to an operationalized state.

• Responsible for overall health and retention of the assigned customers, maximizing customer satisfaction (NPS scoring) and driving adoption and value for growth and reference-ability.

• Reporting Risks and Wins internally to Armis account team and externally to account sponsors and executives.

• Understand customer product issues and feature requests in order to represent the appropriate priority and voice of the customer with the Armis product team.

• Establish regular cadence (Monthly, Quarterly, Digital) with each assigned customer, to provide guidance, review executive dashboards and open issues, and communicate program status. This includes delivering Executive Business Reviews to ensure alignment on goals and value realization. 

• Leverage Gainsight to track account activity, health score, risk, and other critical metrics.

• Maintain current functional and technical knowledge of the Armis platform and future products.

• Drive up utilization of the Armis platform and recommend additional features that can be leveraged to improve their security postur