Senior Enterprise CSM — Identity & Security Value & Renewal

Servicenow; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

ServiceNow in the United Kingdom is seeking a Senior Customer Success Manager to drive end-to-end outcomes for a defined portfolio of enterprise customers. You will own health, adoption, renewals, and expansion, engaging CIOs and CISOs to align on strategic initiatives and value realization.

This leadership-caliber IC role operates in a high-touch, cross-functional environment, coordinating teams across Sales, Solutions, and Support to deliver durable success and predictable renewal trajectories.

Qualifications

• 8+ years managing complex enterprise customers in IAM.
• Strong background in cybersecurity and identity governance.
• Proven ability to drive renewals and expansions with executive visibility.

Responsibilities

• Own health, adoption, renewal readiness, and expansion for assigned accounts.
• Lead executive business reviews with CIOs and CISOs to demonstrate value.
• Coordinate cross-functional teams (Sales, Solutions, Customer Success) to deliver outcomes.
• Develop multi-year Success Plans and ensure customers realize expected ROI.

Skills

Customer success

Executive engagement

Renewals

Strategic accounts

Cross-functional leadership

Job description

ServiceNow in the United Kingdom is seeking a Senior Customer Success Manager to drive end-to-end outcomes for a defined portfolio of enterprise customers. You will own health, adoption, renewals, and expansion, engaging CIOs and CISOs to align on strategic initiatives and value realization.

This leadership-caliber IC role operates in a high-touch, cross-functional environment, coordinating teams across Sales, Solutions, and Support to deliver durable success and predictable renewal trajectories.