Job description

The Sr CSM serves as the business liaison between the customer and all cross functional teams, including our Executive team, Product Management, Engineering, Sales, Training and Enablement, and others. 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 To be successful in this role you have • 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 Bonus points • 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 For positions in this location, we offer a base pay of $102,300 - $ 159,850, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. 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 globaltalentss@servicenow.com 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. From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Requirements

Must-haves

The Sr CSM serves as the business liaison between the customer and all cross functional teams, including our Executive team, Product Management, Engineering, Sales, Training and Enablement, and others.
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
To be successful in this role you have
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

Nice-to-haves

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
Work Personas

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: smartrecruiters
Effort: medium

Benefits

Benefits detected in the listing.

401(K)