Senior Manager, Customer Success Mid Market - Moveworks

Company Description

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce.

Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt.

Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award.

In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s standard-setting workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work.

By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.

Come join us!

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

As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks the AI Employee Front Door for every customer in your portfolio. You will influence the strategic direction for your team's customer engagements, coach CSMs to be trusted AI advisors, and own retention outcomes across a growing book of mid-market business. This is a role for a leader who thrives on empowering others to drive high-value customer outcomes to life and building the team and motion to do it at scale.

What you get to do in this role:

• Lead, mentor, and grow a team of Customer Success Managers — setting expectations and managing a high-performance bar, running regular 1:1s, and building a culture of trust, accountability, curiosity, and customer-centricity

• Own team-level GRR & NRR outcomes, with a proactive approach to risk identification and expansion opportunities

• Create and execute on a Mid-Market Customer Success vision with the development and evolution of playbooks and frameworks that scale best practices across the team. This includes building the operating rhythm for the team including customer engagement cadences, escalation frameworks, QBR standards, and account review processes while holding the team accountable to them

• Coach CSMs to build strong relationships at both the executive and core team level across customer organizations, ensuring Moveworks is embedded at the right levels of stakeholder influence

• Guide your team in developing compelling value narratives — helping customers connect their Moveworks investment to measurable business outcomes and enterprise-wide impact

• Position yourself and your team as strategic advisors on AI adoption, helping customers understand how to evolve their AI strategy with Moveworks at the center

• Establish a rigorous approach to risk management across the portfolio — leveraging health signals, usage data, and relationship intelligence to surface and mitigate at-risk accounts before they become problems

• Act as an executive escalation point for complex or at-risk customers, mobilizing cross-functional resources to resolve issues quickly and protect the relationship

• Partner with Sales, Product, and Support to advocate for customer needs, surface portfolio-level feedback, and influence roadmap priorities

• Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift

Qualifications

To be successful in this role you have:

• 7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS — with meaningful time spent at the mid-market or commercial tier

• 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs — you know the difference and it shows in how you coach

• A high-agency operator who takes ownership, removes blockers independently, and ven experience of portfolio management to support org-level retention goals and KPIs

• A proven track record of successfully evolving a Customer Success Management motion including building new programs and remodeling our customer engagement model to supporting a fast-growing customer base 

• Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes

• Strong analytical skills with the ability to translate data into actionable insights and executive-ready narratives.

• Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing.

• A strong communicator who can flex up and down — equally effective presenting to VP+ leadership as they are connecting with CSMs and ICs on the ground. Able to coach others on the team to do the same.

• A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you.

How you Operate

• High agency: you take ownership, remove blockers independently, and find creative solutions when the playbook doesn't have an answer

• Everything with urgency: you operate with a bias toward speed and make decisions decisively, even when the information is imperfect

• Resourceful and resilient: you've been through difficult moments with customers or teams and can speak candidly about what you learned about yourself

• Candid and direct: you set clear expectations, follow up relentlessly, and don't soften feedback to the point of losing the message

• Comfortable with ambiguity: you can lead a team through uncertainty and change without losing momentum or morale

• Self-sufficient: you don't need a fully built infrastructure to start delivering; you build it while the engine is running

FD21

For positions in this location, we offer a base pay of $148,400 - $259,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. 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 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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