Sr. Manager, Customer Success

Company Description

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.

Job Description

The Sr. 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 Executives (CSEs), Platform Architects (PAs) and Customer Success Managers (CSMs) across ServiceNow’s Customer Success Clients. The Sr. 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 Sr. 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 SAs, PAs and 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

Qualifications

Industry Expertise

• Familiarity with healthcare and/or life sciences ecosystem, including payer, provider, and/or pharmaceutical/life sciences workflows.
• Familiarity with regulatory environments (e.g., HIPAA, FDA, GxP) and their impact on technology adoption.

Customer Success Leadership

• 5+ years of experience in customer success, account management, or client services, with at least 3 years in a leadership or people management role.
• Strong track record of improving customer retention, product adoption, and satisfaction.
• Skilled in developing and scaling customer success frameworks (QBRs, success plans, renewals, Downsell mitigation and upsell motions).

Strategic & Operational Acumen

• Ability to translate customer goals into measurable outcomes aligned with product capabilities and business value.
• Comfortable with data-driven decision-making, including usage data, customer health scores, and KPIs.
• Experience collaborating cross-functionally with sales, product, marketing, and support teams.

Relationship Management

• Proven ability to build trusted advisor relationships with senior stakeholders (e.g., CIOs, CMIOs, R&D leaders).
• Skilled at managing complex customer environments with multiple stakeholders and competing priorities.
• Strong executive presence and communication skills for internal and external engagements.

Technical Aptitude

• Familiarity with cloud platforms (e.g., ServiceNow, Salesforce, AWS) and their role in healthcare/life sciences transformation.
• Ability to understand technical workflows and communicate value to both technical and non-technical audiences.

Change & Transformation Mindset

• Experience supporting customers through digital transformation or large-scale implementations.
• Comfort navigating change management and driving adoption in regulated, risk-averse environments.

Additional Information

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 or