Manager, Customer Success

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.

The Manager of Customer Success will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Customer Success Managers (CSMs) across ServiceNow’s Customer Success Clients. The Manager will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow 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 ServiceNow 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 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

• Fluency in Portuguese
• 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/SaaS/Enterprise Software)
• Demonstrated success leading and growing a team of individual contributors
• Familiar with one or more ServiceNow product suites
• Understanding of issues and imperatives driving digital transformation across ServiceNow 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!

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. Learn more here.

Equal Opportunity Employer

ServiceNow 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 [email protected] 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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