October 17, 2024

ServiceNow

San Francisco

OTHER

Manager, Customer Success

Company Description
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 — Service Now 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.

Job Description
The Manager of Customer Success will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Success Architects (SAs), Platform Architects (PAs) and Customer Success Managers (CSMs) across Service Now’s Customer Success Clients. The Manager will develop senior executive relationships across the portfolio of accounts as well as with Service Now sales and partner leadership. The overriding objective for the Manager will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of Service Now offerings with the account.

Lead/contribute to business planning for their respective CS vertical / sub-vertical aligned with the company’s overall strategic direction
Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts
Manage and grow a team of SAs, PAs and CSMs, responsible for inspiring, growing, guiding, and mentoring your team
Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners
Support customer success pre-sales activities in collaboration with our commercial teams
Drive a high rate of CS renewals and upsells within the portfolio of accounts
Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific IP for Professional Service customers

Qualifications

Minimum 6-8 years in management consulting and/or architecture leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector (Digital/Saa S/Enterprise Software)
Demonstrated success leading and growing a team of individual contributors
Familiar with one or more Service Now product suites
Understanding of issues and imperatives driving digital transformation across Service Now Client.
Including digital transformation design, implementation, and management
IT, HR, and GBS Transformation experience is a plus
Strong executive relationships with C-Level executive leaders
Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs
Preferred: Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
Preferred: 5+ years large program experience (multi-tracked, OCM)
Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients
Fanatical about customer success and tenacious at driving long-term customer value and software adoption
Highly data-driven with commitment to drive business outcome and value realization across the portfolio
Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
Must be able to travel up to 50% annually

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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 Service Now employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 talent.acquisition@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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.
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