Manager, Customer Success Management

Servicenow; Staines-upon-Thames; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Manager for the Customer Success Management team. This role involves developing a team of Customer Success Managers, improving customer outcomes, and leveraging AI to enhance work processes. You will lead operational rigor and ensure customers receive maximum value from their investment. If you have a strong data-driven mindset and experience in leading teams, this position offers a chance to drive significant customer success.

Qualifications

• 5+ years of related work experience or equivalent.
• Proven success in leading and growing a team.

Responsibilities

• Lead team to improve technical health and adoption activities.
• Ensure customer needs are met and roadblocks are removed.
• Develop and guide best practices within your team.

Skills

AI Integration

Data-Driven Mindset

Problem Solving

Education

Relevant ServiceNow Certifications

Job description

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. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

As a Manager of the Customer Success Management team, you will be responsible for developing a team of Customer Success Managers (CSMs). You will be part of the Customer Outcomes team, which aims to accelerate platform adoption and improve customer results through a portfolio of services delivered by outstanding consultants, utilizing our ecosystem of partners, best practices, methodologies, and tools based on thousands of customer engagements.

What you will do in this role:

1. Lead your team to improve technical health, deployment, and adoption activities for your portfolio.
2. Coach team members to help them grow their careers.
3. Ensure customer needs are met and roadblocks are removed.
4. Manage the portfolio of accounts, achieve your goals, and drive overall customer success.
5. Partner with and assign activities to other team members to achieve outcomes and address customer needs.
6. Ensure customers obtain maximum value from their ServiceNow investment and license usage.
7. Reduce the number of escalated customers.
8. Develop and guide best practices within your team.
9. Lead operational rigor across your team and ensure high performance.

Qualifications

To succeed in this role, you should have:

1. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact.
2. 5+ years of related work experience or equivalent.
3. Proven success in leading and growing a team of individual contributors.
4. Creativity and comfort in running projects independently.
5. A desire to solve complex issues through analysis and resolution.
6. Strong data-driven mindset focused on driving business outcomes and value realization.
7. Relevant ServiceNow and industry certifications (e.g., Customer Success).

Additional Information

Work Personas

We embrace flexibility and trust in our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on the nature of the work. Learn more here.

Equal Opportunity Employer

ServiceNow is committed to equal opportunity employment. All qualified applicants will receive consideration regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other protected category. Applicants with arrest or conviction records will also be considered in accordance with legal requirements.

Accommodations

We aim to create an accessible and inclusive application process. If you need a reasonable accommodation, please contact [e-mail].

Export Control Regulations

Positions requiring access to controlled technology may require export control approval. Employment is contingent upon obtaining any necessary export licenses or approvals.

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