Manager, Customer Success Management

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Manager, Customer Success

The Manager, Customer Success leads a team of Customer Success Managers accountable for the outcomes of enterprise customers. This leader owns the health, retention posture, and expansion trajectory of the team's combined portfolio, and develops CSMs into trusted advisors to CISO, CIO, and senior security leadership.

Operating with extreme ownership, this manager sets the standard for how the team engages, brings operational rigor to a complex book, and removes obstacles so CSMs can drive measurable customer value.

This is a people-leadership role. Accountability for the team's customer outcomes sits here.

Role Scope

• Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers.
• Own the aggregate health, renewal posture, and expansion pipeline across the team's portfolio.
• Serve as the senior point of escalation for at-risk accounts and difficult customer conversations.
• Engage directly with CISO, CIO, and senior security stakeholders alongside CSMs on strategic and recovery accounts.
• Set the cadence, structure, and operating rhythm the team runs on, from account reviews to renewal inspection.
• Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes.

Core Responsibilities

Team Leadership and Development

• Hire, onboard, and retain a high-performing team of Customer Success Managers.
• Coach CSMs toward a consultative, outcome-driven approach and hold a consistent 1:1 and account-review cadence.
• Set clear performance expectations, give direct feedback, and manage performance with fairness and rigor.
• Build the bench through skill development, stretch assignments, and clear growth paths.

Portfolio Health and Renewal Predictability

• Own the team's renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators.
• Bring objectivity to account health scoring and surface erosion signals early across the book.
• Maintain high forecast accuracy for the team's renewals and expansion.
• Mobilize cross-functional resources on red and yellow accounts before issues escalate.

Executive Engagement and Value Realization

• Coach CSMs to build trusted-advisor relationships with security and technology executives.
• Ensure every strategic account runs on a governed, multi-year Success Plan tied to measurable business outcomes.
• Join Executive Business Reviews on top accounts and raise the quality bar on how value is framed and quantified.
• Connect platform capabilities to customer priorities such as security posture, regulatory readiness, and operational resilience.

Escalation and Risk Leadership

• Act as the accountable leader when accounts destabilize, driving disciplined recovery strategies.
• Deliver difficult messages, internally and externally, to protect long-term outcomes.
• Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers.

Operational Excellence

• Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time.
• Establish and improve the playbooks, governance, and tooling the team relies on.
• Drive adoption of Customer Success and CRM tooling for clean, inspectable data.

Cross-Functional Partnership

• Align commercial strategy with Sales leadership to support retention and expansion.
• Partner with Solutions and Professional Services leaders on technical strategy and delivery.
• Champion the voice of the customer to influence product roadmap and go-to-market decisions.
• Foster a one-team approach across the account lifecycle, with shared goals and clear accountability.

Qualifications

Requir