Sr. Manager, Customer Success – Healthcare Cybersecurity ( Armis/ Veza)
Job Description
Sr. Manager, Customer Success – Healthcare Cybersecurity
About the Role
The Sr. Manager of Customer Success leads Armis's healthcare customer success portfolio, serving as the strategic bridge between technical teams and healthcare stakeholders (clinical IT, biomedical engineering, compliance, security operations). You'll own portfolio performance across hospital systems and healthcare enterprises, mentor Technical CSMs supporting complex medical device and clinical network environments, and ensure consistent execution of strategies that drive adoption of OT/IT security across hospitals, labs, imaging centers, and clinical workflows. You'll translate healthcare compliance and operational realities into scalable success frameworks.
Key Responsibilities
• Own regional ARR planning and attainment for healthcare accounts. Align resources to customer segmentation maturity levels, clinical network complexity, and regulatory timelines; run cadence reviews and intervene early on retention risks tied to medical device visibility or compliance gaps.
• Standardize healthcare-specific EBR narratives around clinical network security outcomes (segmentation velocity, device inventory completeness, incident response readiness) and risk metrics. Partner with customers on FDA cybersecurity compliance storytelling and HIPAA/HITECH audit readiness.
• Establish and enforce portfolio-level healthcare risk playbooks. Chair recurring risk reviews focused on critical device vulnerabilities, unmanaged endpoint exposure, and segmentation gaps; coordinate cross-functional mitigations with biomedical, IT, and security teams.
• Operationalize healthcare 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 that accelerate time-to-value for multi-site hospital systems.
• Run regional Voice of Customer cadences focused on healthcare-specific use cases. Aggregate clinical IT and biomedical requests into prioritized asks (e.g., remote maintenance security, OT/IT convergence visibility, wireless medical device monitoring); coordinate beta engagements and close feedback loops with Product and clinical advisory boards.
• Establish enablement agenda for the healthcare team. Build proficiency baselines on medical device types (imaging, monitoring, therapeutic, lab), clinical communication protocols (HL7, DICOM, IEEE 11073, BACnet, Modbus), healthcare compliance frameworks (IEC 80001, NIST CSF for Healthcare, HIPAA Security Rule), and ensure expert coverage for complex architectures and incident response scenarios.
• Own healthcare onboarding standards and playbooks. Define discovery workflows for multi-facility deployments, clinical network assessments, and medical device inventory projects. Measure adoption of best practices across segmentation, patching, and incident coordination.
• Scale healthcare vertical frameworks. Tailor strategies for different customer profiles (academic medical centers vs. community hospitals vs. integrated delivery networks) and regulatory contexts (FDA premarket requirements, state healthcare data breach laws, CMS security standards).
• Drive customer-to-product feedback loops. Maintain relationships with healthcare advisory boards and clinical IT leaders; advocate for product enhancements around medical device discovery, clinical protocol monitoring, and healthcare-specific compliance reporting.
• Model ethical decision-making on healthcare security trade-offs (balancing security hardening against clinical operational continuity). Hold team accountable to balanced customer outcomes and organizational targets.
• Cultivate a learning culture. Run retros on customer implementations, institutionalize playbooks for common healthcare scenarios (device compromise, network anomalies, remote access hardening), and build skills roadmaps for Technical CSMs working in healthcare environments.
Requirements
Department: Customer Service and Support
Function: Customer Service
Experience Level: Not Applicable