Manager, Customer Success Management

Manager, Customer Success Management

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

As a Manager of the Customer Success Management team, you will be responsible for developing a team of Customer Success Managers (CSMs). You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies, and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

· Lead your team to improve technical health, deployment, and adoption activities for their portfolio

· Coach your team members to help them grow their careers

· Ensure customer needs are met and roadblocks are removed

· Manage the portfolio of accounts, hitting your goals and driving overall customer success

· Partner with and assign activities to other team members to achieve outcomes and address customer needs

· Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses

· Reduce the number of escalated customers

· Improve best practice development and guide team members

· Lead and drive operational rigor across your team and ensure team members are performing at their best

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

· 5+ years of related work experience; OR equivalent work experience

· Demonstrated success leading and growing a team of individual contributors.

· Ability to be creative, comfortable running projects independently

· Desire to solve complex issues through analysis and resolution

· Highly data-driven with a commitment to drive business outcomes and value realization across the portfolio.

· Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)