About this role.
ServiceNow is hiring a Technical Customer Success Manager to support the Armis platform. This role involves driving platform adoption, ensuring customer value realization, and aligning use cases with strategic business goals. The successful candidate will build trusted relationships with technical stakeholders, guide deployment and configuration, and collaborate with cross-functional teams. This position requires a combination of technical expertise in network security and strong customer management skills. The role offers an opportunity to impact customer success in a fast-paced, innovative environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Technical Customer Success Manager position at ServiceNow. With over five years of experience in technical account management and network security, I have successfully guided enterprise customers in deploying and adopting complex platforms. My ability to bridge technical details and strategic objectives has consistently driven customer satisfaction and renewal rates. I am passionate about helping customers achieve value, and I look forward to contributing to your team.
Sincerely, [Your Name]
Sample interview questions
I would first conduct a thorough assessment of their current usage and pain points, then work with the customer to identify gaps between their expectations and the platform's configuration. I would create a tailored adoption plan with clear milestones, provide training and best practices, and collaborate with our product team to address any technical issues. My goal is to ensure the customer sees rapid value and gains confidence in the platform.
In a previous role, I explained a security vulnerability to a CISO by framing it in terms of business risk and financial impact. I used analogies to simplify the technical details and focused on actionable recommendations. The executive appreciated the clarity and we implemented a solution that reduced risk while aligning with budget constraints.
I prioritize based on the impact on customer outcomes and urgency. I use a CRM to track each account's health, adoption metrics, and open issues. For urgent escalations, I ensure a rapid response, while also dedicating time to proactive initiatives for high-value customers. Regular check-ins and clear communication help manage expectations and ensure nothing falls through the cracks.
I have hands-on experience with TCP/IP, DNS, and firewall configurations, and I have worked in environments with both IT and OT networks. I have implemented security frameworks such as NIST and have familiarity with healthcare IoT devices and their unique vulnerabilities. This background enables me to understand the technical challenges and guide customers effectively.
I actively follow product release notes, participate in vendor webinars, and engage with internal product teams. I also maintain relationships with peers in the industry and leverage online communities. By continuously learning, I can identify new features and integrations that solve customer challenges and improve their security posture.
Company Description
It all 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.
Job Description
What you get to do in this role:
We are looking for a Technical Customer Success Manager (T.CSM) 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.
We are highly collaborative and believe that success in one area can be replicated across many. Our team thrives on going above and beyond to deliver exceptional results, and we’re looking for individuals who are passionate about making customers successful.
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.
Qualifications
Qualifications
To be successful in this role you have:
Bachelor’s degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH).
2+ years experience in a Customer Success Manager, Technical Account Manager, or related customer-facing technical role.
2+ years experience in network engineering, architecture, support, or design.
2+ 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.
2+ years experience in IT, security, healthcare tech, or similar environments.
Familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures.
Bonus Points:
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.
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 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.
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Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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