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About the Role

Lead a team of Customer Success Managers to help customers achieve business outcomes through the Armis Platform. This role involves building trusted customer relationships, identifying growth opportunities, managing risk, and establishing scalable customer success approaches.

Responsibilities

Lead, support, and develop a team of Customer Success Managers working with strategic and enterprise customers.
Ensure your team serves as a trusted partner and primary point of contact following implementation.
Support the team in taking ownership of customer adoption, engagement, and critical issue management.
Build strong relationships with customer stakeholders and executive sponsors.
Partner with customers to identify relevant use cases, opportunities for value creation, and areas where the platform can address business and security priorities.
Collaborate with internal Armis teams to align customer activities with their business objectives, strategy, and desired outcomes.
Help customers understand new features, capabilities, and product releases.
Monitor adoption and utilisation trends to identify opportunities, risks, and areas for improvement.
Champion customer needs and feedback across the organisation.
Identify potential renewal risks and develop plans to mitigate them.
Partner with Product, Sales, Support, Professional Services, and other teams to create a consistent and positive customer experience.
Contribute ideas and improvements to customer success practices.
Represent the voice of the customer and share insights for continuous improvement.
Work closely with Sales to position and promote Customer Success and Success Services.
Help develop best practices, processes, and approaches for the Customer Success organisation.

Requirements

5+ years of experience in Customer Success, SaaS, cybersecurity, or a related technology environment.
Experience supporting SaaS solutions in a pre-sales, post-sales, or customer success capacity.
5+ years of experience leading Customer Success teams supporting enterprise or strategic customers.
Experience with technical implementations or projects, preferably within IT, cybersecurity, networking, cloud services, endpoint management, or a related field.
Experience collaborating with or working closely alongside Product Management teams.
A collaborative leadership style and a willingness to contribute directly when needed.
Strong communication and relationship-building skills.
Experience managing complex issues, prioritizing competing needs, and supporting customers through challenging situations.
Experience with process improvement, planning, decision-making, analysis, service excellence, and developing scalable ways of working.
Familiarity with SaaS and customer success technologies such as Salesforce, Gainsight, or similar platforms.
Willingness and ability to travel up to 35%.

Skills

Customer Success
SaaS
Cybersecurity
Technical Implementations
Product Management Collaboration
Communication
Relationship Building
Process Improvement
Planning
Decision Making
Analysis
Service Excellence
Salesforce
Gainsight

Location

EMEA - Europe, Middle East and Africa

Work Type

Flexible
Remote

Experience Level

Senior Manager
5+ years of experience in Customer Success, SaaS, cybersecurity, or a related technology environment
5+ years of experience leading Customer Success teams

Education Level

Bachelor’s degree, preferably in a technical or related discipline, or equivalent relevant experience.

About the Company

ServiceNow is the AI control tower for business reinvention, bringing together AI, data, and workflows to help businesses work smarter, faster, and better.
Armis is the Asset Intelligence Cybersecurity Company, specializing in protecting enterprises from evolving threats by discovering, monitoring, and securing connected devices.
Armis sees, protects, and manages physical and virtual assets across IT, OT, IoT, and medical environments—from the ground to the cloud.

Equal Opportunity

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.
All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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 [email protected] for assistance.
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.