高级客户成功经理
Sr Customer Success Manager
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得热泪盈眶。这一时刻激发了Fred创建一家公司，让每个人都能享受到这种便利——让人们从琐事中解放出来，专注于有意义的工作。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在构建一种AI原生文化，让技术和人才携手并进，势不可挡。而我们才刚刚开始。
加入我们，让AI为人们工作。
#### 职位描述
我们正在寻找一位**技术客户成功经理（T.CSM）** 加入我们不断壮大的客户成功团队，他们对于帮助我们的客户实现战略目标并从他们在Armis平台上的投资中获得最大价值至关重要。这将包括帮助将新的使用场景与CISO的目标对齐，并通过向客户介绍我们最新的创新、功能和产品来识别增长机会，同时将这些与客户的业务目标匹配。此外，**T.CSM** 将指导客户在组织各个层级成功采用和运营Armis平台，以实现最大价值，因此需要具备平台的**实际技术交付和配置能力**。**T.CSM** 是客户与Armis内部所有跨职能团队之间的业务联络人，包括我们的高管团队、产品管理、工程、销售、培训与赋能等。
我们高度协作，相信一个领域的成功可以复制到许多其他领域。我们的团队乐于超越预期，取得卓越成果，我们正在寻找那些热衷于帮助客户成功的个人。
职责：
- 领导白金级客户的采用和实施计划，确保从Armis平台中实现价值。
- 理解客户的使用场景，并提供改进建议以提升安全态势和平台利用率。
- 与技术利益相关者和决策者建立并维护信任关系。
- 在Armis内部充当客户的倡导者，协调各团队以满足客户目标。
- 确保部署和配置符合关键业务用例，并按计划交付。
查看英文原文
#### 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
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
- Bachelor’s degree in Computer Science, Information Systems, or related field, or relevant certifications (CISSP, Security+, CEH).
- 7+ 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](https://careers.servicenow.com/life-at-servicenow#workpersonas). 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](mailto: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.
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