Director, Customer Success

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Customer Success Director will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing Customer Success Squads (Success Architects, Platform Architects & Customer Success Managers) across industry segments through the Impact product portfolio. The Director will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. The overriding objective for the Customer Success Squads will be to drive Customer Outcomes at these US Public Sector managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account. 

• Lead/contribute to strategic business planning for the Federal Healthcare and Finance alignment 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 Customer Success specialists, responsible for inspiring, growing, guiding, and mentoring your team (20 current team members and growing)
• 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 needs

Qualifications

• Minimum 10 years in leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations across Enterprise/Large Enterprise companies (Digital/SaaS/Enterprise Software) 
• US Public Sector experience/expertise required, preferrable in Healthcare and/or Financial
• Ability to become adjudicated to work in the GCC environment required
• Familiar with multiple ServiceNow product suites required
• Ability to communicate value of ServiceNow products and alignment with Impact required
• Demonstrated success leading and growing a team of individual contributors 
• Proven track record of success at large companies and government agencies
• Understanding of issues and imperatives driving digital transformation 
• Depth in digital transformation design, implementation, and management 
• IT, HR, and GBS Transformation experience 
• Strong executive relationships with department and agency executive leaders 
• Experience identifying mission objectives and solving challenges, serving as part of a key client account leadership team 
• Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs) 
• 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  
• Highly data-driven with