Senior Customer Success Manager (Cybersecurity)

About the role

ServiceNow's Armis protects the entire attack surface and manages cyber risk exposure in real time, and is looking for a Senior Customer Success Manager in Sydney. The role manages a portfolio of up to 30 accounts through their lifecycle, from pre-sales through deployment to an operationalized state, while driving adoption, satisfaction and retention.

Key responsibilities

• Manage up to 30 accounts and build strong relationships, working with customer and Armis account teams to define success plans and strategy.
• Guide customers through implementation, deliver use cases and value, and maximize NPS, adoption and referenceability.
• Report risks and wins internally to the account team and externally to account sponsors and executives.
• Represent the customer's priorities and feature requests to the Armis product team.
• Hold monthly, quarterly and digital meetings, including Executive Business Reviews, and review dashboards and open issues.
• Use Gainsight to track account activity, health score and risk, and drive platform utilization and feature adoption.
• Validate deployments and configurations against business use cases, and share insights on customer data.
• Build trusted relationships with technical users and stakeholders, and collaborate with Engineering, Product, Support and Sales.

Required profile

• Exceptional verbal, written, presentation and interpersonal skills.
• Either 5+ years in a customer-facing, advocacy or engagement role (post-sales, systems engineering, professional services or client management, ideally Customer Success), or 3+ years in network engineering/architecture/support/design, or 2+ years in security, healthcare, automotive, retail or OT.
• Solid project management and solution delivery experience.
• A plus: CSM or TAM experience in a cybersecurity SaaS organization, enterprise security program implementation, familiarity with healthcare/IoT devices, and a degree in IT, IS, CS or MIS (or CISSP, Security+, CEH).

Required skills

• Cybersecurity basics such as endpoint, SOAR and SIEM.
• Basic Linux operation and troubleshooting (Red Hat Linux / CentOS) and networking (LAN/WAN, routing/switching, network security).
• Knowledge of third-party integrations and interoperability with Armis.