Senior Manager, Customer Success Mid Market

About the role

In this pivotal position, you will oversee a dedicated team of Customer Success Managers, focusing on enhancing value and ensuring customer retention within our mid-market segment. Your primary responsibility will be to refine engagement strategies while mentoring your team to serve as trusted advisors for our AI Employee Front Door platform.

Key facts

What you'll do

• Lead and develop a team of Customer Success Managers by establishing performance benchmarks and promoting a culture of accountability and excellence.
• Oversee the Gross Revenue Retention and Net Revenue Retention metrics at the team level, ensuring that targets are met and exceeded.
• Create and execute comprehensive mid-market playbooks that detail engagement strategies, escalation procedures, and standards for Quarterly Business Reviews (QBRs).
• Provide coaching to team members on how to cultivate relationships with executive stakeholders and effectively communicate the value proposition of our AI-driven solutions.
• Proactively identify potential risks within customer accounts by analyzing usage patterns and health indicators, and implement strategies to mitigate these risks.
• Act as a senior escalation point for resolving intricate customer challenges, ensuring swift and effective solutions.
• Collaborate closely with Sales, Product, and Support teams to represent customer interests and influence the development of product roadmaps based on customer feedback.
• Drive initiatives that enhance customer satisfaction and loyalty, ensuring that our mid-market clients receive exceptional service and support.
• Analyze customer success metrics and trends to inform strategic decisions and improve overall team performance.
• Foster a collaborative environment where team members can share insights and best practices to enhance customer engagement.
• Regularly report on team performance and customer success outcomes to senior leadership, providing insights and recommendations for continuous improvement.

Requirements

• A minimum of 7 years of experience in Customer Success, Account Management, or similar roles within the B2B SaaS sector, particularly in mid-market or commercial environments.
• At least 2 years of experience in a managerial role, directly overseeing a team of Customer Success Managers.
• Demonstrated success in developing and refining customer success programs and engagement strategies that drive results.
• Strong analytical capabilities, with a proven ability to translate data into actionable insights for executive-level stakeholders.
• Exceptional skills in cross-functional collaboration, enabling effective communication and teamwork across various departments.
• Proficient in conveying complex ideas clearly and effectively to both internal teams and senior customer leadership.
• A proactive mindset with a strong inclination towards action, coupled with experience in managing key performance indicators at the portfolio level.
• Ability to thrive in a fast-paced environment while maintaining a focus on customer outcomes and satisfaction.

Nice to have

• Experience with AI-driven solutions and an understanding of their application in enhancing customer success.
• Familiarity with customer relationship management (CRM) tools and analytics platforms.
• Previous experience in a high-growth technology company, particularly in roles focused on customer engagement and retention.
• Knowledge of industry best practices in customer success and account management.

Skills & tools

• Expertise in B2B SaaS Customer Success methodologies
• Proficient in mid-market account management strategies
• Strong data analysis and reporting skills
• Excellent executive communication abilities
• Strategic planning and operational management skills
• Risk assessment and management capabilities

Practical notes

• The salary range for this position is between $148,400 and $259,700 annually.
• Total compensation includes equity options, variable pay based on performance, and a comprehensive benefits package.
• Benefits provided encompass health insurance plans, a 401(k) with company matching contributions, Employee Stock Purchase Plan (ESPP), flexible time off, and family leave policies.
• Employment is subject to compliance with applicable export control regulations.
• ServiceNow is committed to being an equal opportunity employer. For assistance with accommodations during the application process, please reach out to globaltalentss@servicenow.com.

About the company

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®.