Manager, Customer Success Management

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

Manager, Customer Success

The Manager, Customer Success leads a team of Customer Success Managers accountable for the outcomes of enterprise customers. This leader owns the health, retention posture, and expansion trajectory of the team's combined portfolio, and develops CSMs into trusted advisors to CISO, CIO, and senior security leadership.

Operating with extreme ownership, this manager sets the standard for how the team engages, brings operational rigor to a complex book, and removes obstacles so CSMs can drive measurable customer value.

This is a people-leadership role. Accountability for the team's customer outcomes sits here.

Role Scope

• Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers.
• Own the aggregate health, renewal posture, and expansion pipeline across the team's portfolio.
• Serve as the senior point of escalation for at-risk accounts and difficult customer conversations.
• Engage directly with CISO, CIO, and senior security stakeholders alongside CSMs on strategic and recovery accounts.
• Set the cadence, structure, and operating rhythm the team runs on, from account reviews to renewal inspection.
• Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes.

Core Responsibilities

Team Leadership and Development

• Hire, onboard, and retain a high-performing team of Customer Success Managers.
• Coach CSMs toward a consultative, outcome-driven approach and hold a consistent 1:1 and account-review cadence.
• Set clear performance expectations, give direct feedback, and manage performance with fairness and rigor.
• Build the bench through skill development, stretch assignments, and clear growth paths.

Portfolio Health and Renewal Predictability

• Own the team's renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators.
• Bring objectivity to account health scoring and surface erosion signals early across the book.
• Maintain high forecast accuracy for the team's renewals and expansion.
• Mobilize cross-functional resources on red and yellow accounts before issues escalate.

Executive Engagement and Value Realization

• Coach CSMs to build trusted-advisor relationships with security and technology executives.
• Ensure every strategic account runs on a governed, multi-year Success Plan tied to measurable business outcomes.
• Join Executive Business Reviews on top accounts and raise the quality bar on how value is framed and quantified.
• Connect platform capabilities to customer priorities such as security posture, regulatory readiness, and operational resilience.

Escalation and Risk Leadership

• Act as the accountable leader when accounts destabilize, driving disciplined recovery strategies.
• Deliver difficult messages, internally and externally, to protect long-term outcomes.
• Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers.

Operational Excellence

• Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time.
• Establish and improve the playbooks, governance, and tooling the team relies on.
• Drive adoption of Customer Success and CRM tooling for clean, inspectable data.

Cross-Functional Partnership

• Align commercial strategy with Sales leadership to support retention and expansion.
• Partner with Solutions and Professional Services leaders on technical strategy and delivery.
• Champion the voice of the customer to influence product roadmap and go-to-market decisions.
• Foster a one-team approach across the account lifecycle, with shared goals and clear accountability.

Qualifications

Required Experience

• 7 to 10+ years in Customer Success, Technical Account Management, or related customer-facing roles, including 2+ years leading customer-facing teams.
• Demonstrated success building and developing high-performing CSM teams.
• Proven ownership of renewals, expansion, and retention across a portfolio of complex enterprise accounts.
• Strong business and financial acumen, with the ability to connect adoption to ROI.
• Executive-level communication and presence, with the ability to influence CISO and CIO stakeholders.
• Comfort operating in ambiguous, high-stakes, highly matrixed environments.
• Fluency with Customer Success and CRM platforms and a data-driven approach to managing a book.

Nice to Have:

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. Relevant exposure may include:

• Identity Governance and Administration
• Privileged Access Management
• Access certifications and User Access Reviews
• Governance, Risk, and Compliance or Integrated Risk Management
• Security operations and vulnerability response
• Compliance initiatives (SOX, ISO, NIST, SOC 2)
• Zero Trust and security transformation programs

Domain expertise can be learned. Leadership and ownership cannot.

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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