Senior Technical Customer Success Manager

🔥 1 hour ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Manage a portfolio of up to 30 accounts throughout their lifecycle with Armis • Build customer relationships from the transition from pre-sales through deployment • Define success plans and strategies with customers and Armis account teams • Guide customers through implementation, deliver use cases and value, and lead them to an operationalized state • Own customer health and retention, maximize satisfaction and drive adoption, value, growth, and referenceability • Report risks and wins internally to Armis account teams and externally to account sponsors and executives • Understand product issues and feature requests and represent customer priorities to the product team • Establish monthly, quarterly, and digital cadences with assigned customers • Deliver Executive Business Reviews and communicate program status, goals, and value realization • Use Gainsight to track account activity, health scores, risks, and critical metrics • Maintain current functional and technical knowledge of the Armis platform and future products • Increase platform utilization and recommend additional features to improve customers’ security posture • Build trusted relationships with technical users and manage stakeholders within assigned accounts • Advocate for customers and coordinate Armis resources toward customer goals • Validate that customer deployments and configurations align with business use cases • Validate that use cases are captured and delivered in a timely manner • Maintain knowledge of third-party solutions and integrations/interoperability with the Armis platform • Provide technical subject-matter expertise aligned with expected proficiency • Collaborate with Engineering, Product, Support, and Sales teams to drive account success

🎯 Requirements

• Fluent in English and German (spoken and written) • Exceptional verbal, written, social, presentation, and interpersonal skills • 5+ years of experience in a related customer-facing, advocacy, and engagement function, such as post-sales, systems engineering, professional services, or client management • 3+ years of experience in network engineering, architecture, support, or network design • 2+ years of experience working in Security, Healthcare, automotive, Retail, or OT • Strong technical and problem-solving skills • Solid project management and solution delivery experience, with ability to drive projects from definition to final delivery • 3+ years of experience in a relationship-building role, including service delivery or account management in a post-sales and/or pre-sales environment • 3+ years of experience as a full-time Deployment Engineer, Professional Services Engineer, Consultant, or IT/Operations Engineer • 5+ years of experience designing, deploying, configuring, supporting, troubleshooting, debugging, and coordinating Unified Communications products, devices, solutions, and technologies • Experience implementing a security program within an enterprise organization • Familiarity with Healthcare/IoT devices and manufacturers • B.S. in IT, IS, CS, or MIS, or equivalent degree, and/or relevant industry qualifications such as CISSP, Security+, or CEH desired • Familiarity/experience in cybersecurity, including Endpoint, SOAR, and SIEM • Basic operation and troubleshooting of Linux, including Red Hat Linux/CentOS • Networking knowledge, including LAN/WAN, routing/switching protocols, and network security • Ability to travel regionally as needed, up to 20–25% per quarter • Additional European languages

🏖️ Benefits

• Flexible or remote work persona • Opportunity to work with ServiceNow’s AI platform and Armis cybersecurity platform • Reasonable accommodation support during the application process

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