Senior Technical Customer Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee a portfolio of up to 30 accounts throughout their entire lifecycle with Armis.

• Foster customer relationships from the transition phase of pre-sales to deployment.

• Develop success plans and strategies in collaboration with customers and Armis account teams.

• Assist customers during implementation, deliver use cases and value, and guide them towards an operationalized state.

• Take ownership of customer health and retention, enhancing satisfaction and driving adoption, value, growth, and referenceability.

• Communicate risks and successes internally to Armis account teams and externally to account sponsors and executives.

• Grasp product issues and feature requests, representing customer priorities to the product team.

• Establish monthly, quarterly, and digital engagement cadences with assigned customers.

• Conduct Executive Business Reviews, conveying program status, objectives, and value realization.

• Utilize Gainsight to monitor account activity, health scores, risks, and critical metrics.

• Keep up-to-date with the functional and technical aspects of the Armis platform and upcoming products.

• Enhance platform usage and recommend additional features to strengthen customers’ security posture.

• Cultivate trusted relationships with technical users and manage stakeholders within assigned accounts.

• Advocate on behalf of customers and coordinate Armis resources towards achieving customer goals.

• Ensure that customer deployments and configurations align with business use cases.

• Confirm that use cases are documented and delivered promptly.

• Maintain knowledge of third-party solutions and their integration/interoperability with the Armis platform.

• Provide technical subject-matter expertise consistent with expected proficiency.

• Collaborate with Engineering, Product, Support, and Sales teams to drive account success.

⛳️ Requirements

• Proficient in both English and German (spoken and written).

• Outstanding verbal, written, social, presentation, and interpersonal communication skills.

• More than 5 years of experience in a related customer-facing, advocacy, and engagement role, such as post-sales, systems engineering, professional services, or client management.

• At least 3 years of experience in network engineering, architecture, support, or network design.

• A minimum of 2 years of experience in Security, Healthcare, Automotive, Retail, or OT sectors.

• Strong technical and problem-solving capabilities.

• Robust project management and solution delivery experience, with the ability to guide projects from initial definition to final delivery.

• Over 3 years of experience in a relationship-building role, including service delivery or account management in both post-sales and/or pre-sales environments.

• At least 3 years of experience as a full-time Deployment Engineer, Professional Services Engineer, Consultant, or IT/Operations Engineer.

• More than 5 years of experience in designing, deploying, configuring, supporting, troubleshooting, debugging, and coordinating Unified Communications products, devices, solutions, and technologies.

• Experience in implementing a security program within an enterprise setting.

• Familiarity with Healthcare/IoT devices and manufacturers.

• A B.S. in IT, IS, CS, or MIS, or an equivalent degree, along with industry qualifications such as CISSP, Security+, or CEH preferred.

• Familiarity/experience in cybersecurity, including Endpoint, SOAR, and SIEM.

• Basic operation and troubleshooting skills in Linux, including Red Hat Linux/CentOS.

• Networking knowledge encompassing LAN/WAN, routing/switching protocols, and network security.

• Willingness to travel regionally as required, up to 20–25% per quarter.

• Proficiency in additional European languages is a plus.

🏝️ Benefits

• Flexible or remote work options.

• Opportunity to engage with ServiceNow’s AI platform and Armis cybersecurity platform.

• Reasonable accommodation support available during the application process.