Manager, Customer Success Management

TN United Kingdom; Staines-upon-Thames; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading company in the UK is seeking a Manager for their Customer Success Management team. The role involves leading a team of Customer Success Managers to enhance platform adoption and improve customer outcomes through effective management and operational rigor. The ideal candidate will have extensive experience in AI integration and a strong focus on data-driven results.

Qualifications

• 5+ years of related work experience.
• Proven success in leading a team.

Responsibilities

• Lead team to improve customer success and platform adoption.
• Coach team members for career growth.
• Manage portfolio of accounts and drive customer success.

Skills

AI Integration

Problem Solving

Data-Driven Mindset

Education

Customer Success Certification

Job description

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, aiming to accelerate platform adoption and improve customer results through a portfolio of services delivered by outstanding consultants, leveraging our ecosystem of partners, practices, methodologies, and tools based on extensive customer engagement experiences.

What you will do:

1. Lead your team to improve technical health, deployment, and adoption activities for your portfolio.
2. Coach team members to foster their career growth.
3. Ensure customer needs are met and remove roadblocks.
4. Manage your portfolio of accounts, achieve goals, and drive customer success.
5. Partner with other team members to achieve outcomes and address customer needs.
6. Ensure customers maximize value from their ServiceNow investments and licenses.
7. Reduce escalated customer issues.
8. Develop best practices and guide team members.
9. Lead operational rigor within your team to ensure optimal performance.

Qualifications

To succeed in this role, you should have:

• Experience integrating AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s industry impact.
• 5+ years of related work experience or equivalent.
• Proven success in leading and growing a team of individual contributors.
• Creativity and independence in project management.
• A passion for solving complex issues through analysis and resolution.
• Strong data-driven mindset focused on business outcomes and value realization.
• Relevant ServiceNow and industry certifications, such as 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 job nature. Learn more here.

Equal Opportunity Employer: ServiceNow is committed to equal opportunity employment. We consider all qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any protected category. Applicants with arrest or conviction records will be considered in accordance with legal requirements.

Accommodations: We aim to provide an accessible and inclusive application process. Contact [emailprotected] for assistance if accommodations are needed.

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

From Fortune. 2024 Fortune Media IP Limited. All rights reserved. Used under license.