Manager, Customer Success Operations - Moveworks

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

About the Role

We are looking for a seasoned, high-agency Customer Success Operations leader to build and run the operational engine behind our rapidly scaling CS organization. In this role, you will own the systems, processes, and programs that enable our CS team to deliver exceptional outcomes for 500+ new customers this year across all segments. You will manage a team of operations program managers, ensuring that every CS team member stays laser-focused on customer value rather than operational overhead.

This is a high-impact, high-visibility role for someone who thrives at the intersection of operational rigor and customer-centric strategy. We value leaders who build high-output teams that operate at speed and scale, moving fast without sacrificing quality. You will partner closely with CS leadership to design the rhythm of the business, drive accountability through data, and scale repeatable motions that keep pace with our growth.

Programs Owned by This Team

This role and team have direct ownership of the following operational programs that form the backbone of our CS motion:

• Customer Journey: Refine, instrument, and continuously optimize the end-to-end customer journey from onboarding through renewal and expansion, automating as much as possible without sacrificing customer experience.
• NPS and Voice of the Customer: Own the NPS program and broader VoC strategy, ensuring customer sentiment is captured, analyzed, and actioned across the organization.
• Joint Success Plans (JSPs): Drive the JSP framework and process, ensuring every customer engagement is anchored to measurable outcomes and mutual accountability.
• Customer Stories: Manage the customer stories program to produce a steady pipeline of compelling case studies, references, and proof points that fuel go-to-market efforts.
• Mid-Market and Scaled CS Motions: Design and operationalize scalable, tech-touch and pooled CS models that deliver consistent customer outcomes at mid-market and SMB scale.
• QBRs and EBC Cadence: Establish and manage the cadence for Quarterly Business Reviews and Executive Business Check-ins, including templates, preparation workflows, and follow-up tracking.
• Dashboarding and Reporting: Build and maintain executive dashboards and reporting frameworks that give CS leadership real-time visibility into team performance, customer health, and risk.
• Headcount and Capacity Planning: Own CS headcount modeling and capacity planning to ensure the team is right-sized for growth and that workloads are balanced across segments.
• Technology and Automation Stack: Own the CS technology and automation tool stack for the Moveworks CS team, ensuring tools are configured, adopted, and continuously improved to maximize team productivity.

Cross-Functional Partnerships

In addition to owned programs, this role serves as a key partner across the following areas:

• Product Rollouts: Partner with Product Operations to coordinate product launches, ensure CSMs are enabled on new capabilities, and incorporate customer feedback into the product roadmap.
• Customer Education: Collaborate with Customer Education and Product Marketing to identify knowledge gaps, develop enablement content, and scale self-service learning paths for customers.
• Sales-to-CS Handoff: Work with GTM Operations to design and refine the sales-to-CS handoff process, ensuring clean data transfer, aligned expectations, and a seamless customer transition.

What You Will Do

• Lead, coach, and develop a team of operations program managers by setting clear outcomes and holding a high-performance bar.
• Set the standard for how each owned program runs: Define success metrics, establish review cadences, and hold program managers accountable to timelines and outcomes.
• Design and optimize scalable CS processes to support 500+ new customer additions this fiscal year across strategic, enterprise, and mid-market segments.
• Establish and track operational KPIs (GRR ,NRR, time-to-value, NPS, CSAT, adoption rates) and present insights and recommendations to senior leadership.
• Partner with CS leadership to identify bottlenecks, eliminate friction, and implement process improveme