About this role.
This role is for a Senior Technical Customer Success Manager at ServiceNow, focusing on the Armis platform (and Veza). The CSM will drive adoption, implementation, and value realization for platinum-level customers, acting as a liaison between customers and cross-functional teams. The position requires a blend of deep technical expertise in network engineering, security, and customer relationship management. The ideal candidate has 5+ years in network engineering and service delivery, plus customer success experience. The role is highly collaborative, with up to 25% quarterly travel.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Customer Success Manager position at ServiceNow. With over 7 years of experience in technical account management and network security, I have a proven track record of driving customer value realization and fostering long-term partnerships. The opportunity to work with the Armis platform and help platinum customers achieve their security goals aligns perfectly with my expertise and passion. My ability to bridge technical and executive audiences makes me a strong fit for your collaborative, cross-functional team. I look forward to contributing to ServiceNow's mission of putting AI to work for people.
Sincerely, [Your Name]
Sample interview questions
I would first conduct a thorough discovery session to understand the customer's challenges, needs, and barriers to adoption. Then I would create a tailored adoption roadmap with clear milestones, involving both technical and executive stakeholders. I would also leverage available resources such as training, enablement, and product experts to ensure the customer feels supported. Regular check-ins and success metrics would help track progress and adjust strategies as needed.
In my previous role, I noticed a customer was only using a fraction of the security platform's capabilities, while their CISO had expressed concerns about shadow IT. I organized a workshop to demonstrate the platform's visibility features for all connected devices, which led to a upsell of additional modules. This not only increased revenue but also significantly improved the customer's security posture and satisfaction.
I regularly follow industry blogs, attend webinars, and participate in vendor-specific training programs. I also collaborate with internal product and engineering teams to understand roadmap updates and integration capabilities. Additionally, I maintain certifications like Security+ and pursue continuous learning to ensure my knowledge remains up to date.
I would establish credibility by speaking to the CISO's business objectives and security risks in their language, while also demonstrating technical depth when engaging with IT staff. I would ensure transparent communication, delivering on commitments and proactively sharing performance insights. Building relationships at both levels creates a strong partnership that drives adoption and value realization.
I use a risk-based and value-based prioritization model, assessing each account's health, strategic importance, and potential impact. I maintain a clear governance structure with regular business reviews and align on priorities with each customer. When conflicts arise, I communicate openly with stakeholders to set expectations and reprioritize based on business impact and urgency.
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
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.
5+ years experience in network engineering, architecture, support, or design.
5+ 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.
3+ 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.
From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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