Manager, Customer Success Management

About the role

This leadership position oversees a team of Customer Success Managers focused on enterprise security and risk outcomes. You will manage portfolio health, drive renewal strategies, and mentor staff to act as trusted advisors for high-level technical stakeholders.

Key facts

What you'll do

• Manage, coach, and hire a team of 6 to 8 Customer Success Managers.
• Oversee the renewal pipeline and expansion goals for a portfolio of enterprise accounts.
• Serve as the primary escalation point for at-risk customers and complex account recovery.
• Lead strategic engagements with CIO and CISO stakeholders.
• Establish operational rhythms, including account reviews and renewal forecasting.
• Coordinate with Sales, Product, Support, and Professional Services to ensure consistent customer value.
• Guide the team in developing multi-year success plans tied to business objectives.

Requirements

• 7 to 10+ years of experience in Customer Success or Technical Account Management.
• Minimum of 2 years in a leadership role managing customer-facing teams.
• Proven track record of handling renewals, retention, and expansion for enterprise clients.
• Ability to communicate effectively with executive-level stakeholders.
• Experience working within complex, matrixed organizational structures.
• Proficiency in using CRM and Customer Success software for data-driven management.

Nice to have

• Background in identity, security, or governance platforms.
• Familiarity with Privileged Access Management, Identity Governance, or User Access Reviews.
• Knowledge of Integrated Risk Management, security operations, or vulnerability response.
• Experience with compliance frameworks such as NIST, SOC 2, ISO, or SOX.
• Understanding of Zero Trust architectures and security transformation.

Skills & tools

• CRM platforms
• Customer Success management software
• Enterprise account strategy
• Executive communication
• Performance management

Practical notes

• ServiceNow utilizes work personas to determine flexible, remote, or office-based arrangements.
• Employment is subject to export control regulations where applicable.
• The company provides reasonable accommodations for the application process via globaltalentss@servicenow.com.
• ServiceNow is an equal opportunity employer.