Senior Manager, Customer Success – Healthcare Cybersecurity

🔥 42 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $158k - $208.8k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• Lead Armis's healthcare customer success portfolio as the strategic bridge between technical teams and healthcare stakeholders • Own portfolio performance across hospital systems and healthcare enterprises • Mentor Technical CSMs supporting medical device and clinical network environments • Drive adoption of OT/IT security across hospitals, labs, imaging centers, and clinical workflows • Own regional ARR planning and attainment for healthcare accounts • Align resources to customer segmentation maturity, clinical network complexity, and regulatory timelines • Run cadence reviews and intervene on retention risks tied to medical device visibility or compliance gaps • Standardize healthcare-specific executive business review narratives and risk metrics • Partner with customers on FDA cybersecurity compliance storytelling and HIPAA/HITECH audit readiness • Establish and enforce healthcare risk playbooks and chair recurring risk reviews • Coordinate mitigations with biomedical, IT, and security teams • Operationalize network design reviews and security standards across the portfolio • Define best practices for DICOM/HL7 protocol visibility, clinical VLAN segmentation, NAC enforcement, and medical device inventory governance • Scale reusable patterns for multi-site hospital systems • Run regional Voice of Customer cadences and coordinate beta engagements with Product and clinical advisory boards • Establish enablement agendas and proficiency baselines for the healthcare team • Own healthcare onboarding standards, discovery workflows, and playbooks • Measure adoption across segmentation, patching, and incident coordination • Tailor strategies for academic medical centers, community hospitals, and integrated delivery networks • Drive customer-to-product feedback loops and maintain healthcare advisory board relationships • Model ethical decision-making around healthcare security and clinical operational continuity • Hold the team accountable to customer outcomes and organizational targets • Run implementation retrospectives and build skills roadmaps for Technical CSMs

🎯 Requirements

• 10+ years in Customer Success, Account Management, Solutions Engineering, or Consulting within B2B SaaS or enterprise cybersecurity • 5+ years focused on healthcare IT, medical device security, or clinical network environments • Proven track record managing technical portfolios and leading teams in healthcare cybersecurity, OT/IT convergence, or medical device security • Deep understanding of healthcare network infrastructure, including clinical VLANs, medical device protocols, segmentation, and remote access for biomedical vendors • Fluency with DICOM, HL7/FHIR, IEEE 11073, BACnet, and Modbus • Strong knowledge of HIPAA, HITECH, FDA cybersecurity premarket/postmarket guidance, IEC 80001, and NIST CSF for Healthcare • Experience managing large, complex healthcare customer implementations, multi-site systems, and regulatory audits • Bachelor's degree in IT, Computer Science, Healthcare IT, Biomedical Engineering, or related discipline (required) • Experience with healthcare-specific cybersecurity or visibility platforms such as Claroty, Dragos, Nozomi, or similar solutions • Experience working with biomedical engineering teams or clinical IT leadership • Familiarity with healthcare incident response workflows • Knowledge of hospital architecture standards, such as AAMI TIR57 • Strong portfolio analytics and KPI design experience • Exceptional communication skills for presenting security concepts to clinical leaders and executives

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs • Flexible or remote work persona • Reasonable accommodation support during the application process

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