Senior Manager, Customer Success Management (Armis)

About the role

ServiceNow, which acquired Armis earlier this year, is hiring a Senior Manager, Customer Success Management (Armis) in London. As a people leadership role, you will lead a team of Customer Success Managers who partner with customers to help them achieve business outcomes through the successful adoption of the Armis Platform, which protects connected devices across IT, OT, IoT and medical environments.

Key responsibilities

• Lead, support and develop a team of Customer Success Managers working with strategic and enterprise customers
• Ensure the team acts as a trusted partner and primary point of contact after implementation, owning adoption, engagement and critical issue management
• Build relationships with customer stakeholders and executive sponsors, and help them achieve their business objectives
• Identify use cases, value creation opportunities and alignment with business and security priorities
• Collaborate with internal teams to align customer activities with business objectives and strategy
• Help customers understand new features, capabilities and product releases
• Monitor adoption and usage trends, and use customer insights to spot opportunities, risks and areas for improvement
• Champion customer needs and feedback, and identify renewal risks early
• Partner with Product, Sales, Support, Professional Services and others to create a consistent customer experience
• Contribute to best practices, processes and scalable ways of working, and represent the customer's voice in product development
• Work with Sales to position Customer Success and Success Services, supporting expansion, renewal and long-term partnership

Required profile

• 5+ years in Customer Success, SaaS, cybersecurity or a related technology environment
• 5+ years leading Customer Success teams for enterprise or strategic customers
• Experience supporting SaaS solutions in pre-sales, post-sales or customer success roles
• Experience with technical implementations, preferably in IT, cybersecurity, networking, cloud services, endpoint management or a related field
• Experience collaborating with Product Management teams
• Bachelor's degree, preferably in a technical discipline, or equivalent experience
• Willingness to travel up to 35%

Required skills

• Familiarity with SaaS and customer success platforms such as Salesforce, Gainsight or similar
• Strong communication, relationship-building and leadership skills
• Process improvement, planning, analysis and service excellence