Senior Technical Customer Success Manager (Veza)

ServiceNow; Greater London; Sur place; GBP 90 000 - 150 000; Plein temps

Résumé du poste

Veza, a security identity company now part of ServiceNow, seeks a Senior Technical Customer Success Manager to own a portfolio of strategic enterprise customers in EMEA. You will lead executive engagements, align platform use to security goals, drive adoption, renewals, and expansion, and orchestrate cross-functional resources to deliver measurable business value.

This leadership-caliber individual contributor role emphasizes extreme ownership, multi-quarter planning, and risk mitigation, with a

Qualifications

• 8+ years managing complex enterprise customers in IAM.
• Experience in Identity Governance & Administration preferred.
• Strong executive-level communication and business acumen.

Responsabilités

• Own health and commercial posture of assigned customers.
• Deliver executive business reviews with measurable outcomes.
• Drive renewal and expansion through customer value.
• Coordinate cross-functional teams to ensure success.

Connaissances

Executive communication

Customer success

Account management

Renewals management

IAM

IGA

Cybersecurity

Cross-functional leadership

Description du poste

Senior Technical Customer Success Manager (Veza)

• Full-time
• Employee Type: Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona: Flexible or Remote

Veza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data. Veza's Access Graph platform maps an organization's entire identity ecosystem across users, groups, roles, policies, permissions, and resources providing deep visibility and control over human, non-human, and agentic identities across SaaS, cloud, on-prem, and custom applications. With over 30 billion access permissions under management, global enterprises including Blackstone, Expedia, and Wynn Resorts trust Veza to manage privileged access monitoring, non-human identity security, access entitlement management, and next-generation identity governance.

Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the ServiceNow family, with the acquisition closing in March 2026. The combination brings together Veza's AI-native Access Graph with ServiceNow's AI Control Tower and agentic workflows, enabling organizations to enforce end-to-end identity security rooted in the principle of least privilege across applications, data, cloud environments, and AI agents. For engineers joining Veza today, this means the scale and resources of an enterprise platform company, with the product velocity and mission-driven focus of a security innovator at a pivotal moment in the industry.

The Senior Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification.

Operating with extreme ownership, this role brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction.

We hire builders and owners–not coordinators.

This is a leadership-caliber individual contributor role, deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.

Role Scope

• Own a mixed portfolio of approximately 10-20 strategic enterprise and mid-marketcustomers
• Operate within a high-touch engagement model where depth of partnership is prioritized over volume
• Engage regularly with CIO, CISO, and senior technology leadership
• Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
• Support customers operating in complex, highly integrated environments
• Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation

Core Responsibilities

Extreme Ownership of Customer Outcomes

• Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.
• Establish clear success criteria and align internal execution accordingly.
• Drive customers from deployment to durable operational reliance.
• Orchestrate the resources required to achieve customer outcomes.
• Treat each customer as a business, balancing advocacy with commercial responsibility.

Executive Engagement

• Build trusted advisor relationships with CIO, CISO, and senior stakeholders.
• Deliver Executive Business Reviews grounded in measurable business outcomes.
• Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
• Guide executive decision-making through insight and credible challenge when necessary.
• Build and govern multi-year Success Plans for every strategic account.
• Ensure customers achieve the outcomes that justified their investment.
• Develop referenceable advocates through demonstrated value.
• Own renewal posture across the portfolio with no late-stage surprises.
• Inspect leading indicators including adoption depth, executive engagement, and realized value.
• Communicate risk early with a clear mitigation strategy and path to resolution.
• Bring rigor and objectivity to evaluating account health.
• Proactively identify erosion signals and mobilize cross-functional teams before issues escalated.
• Develop and execute disciplined recovery strategies when required.
• Deliver difficult messages when necessary to protect long-term outcomes.
• Maintain high forecast accuracy for assigned accounts.

Cross-Functional Partnership

• Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.
• Align commercial strategy with the Account Executive to support retention and expansion.
• Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.
• Lead integrated account planning across Sales, Solutions, and Customer Success.
• Foster a one-team approach focused on long-term customer value rather than functional handoffs.

Internal Execution & Governance

• Coordinate Sales, Professional Services, Support, Product, and partner teams
• Establish governance frameworks that drive accountability and transparency
• Remove obstacles and maintain execution momentum across large programs
• Operate effectively within highly matrixed customer organizations

Required Experience

• 8+ years managing complex enterprise customers within Identity Access Management (IAM)
• Experience within Identity Governance & Administration (IGA) is strongly preferred
• Background in Cybersecurity is a requirement of the role
• Demonstrated ownership of large, multi-threaded accounts with executive visibility
• Proven experience driving renewals, expansion, and long-term customer value
• Strong business and financial acumen with the ability to connect adoption to ROI
• Executive-level communication skills and presence
• Track record of proactively identifying risk and driving resolution

Identity/Security Domain

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is required.

Relevant exposure may include:

• Identity Governance & Administration
• Privileged Access Management
• Access certifications / User Access Reviews
• Compliance initiatives (SOX, ISO, NIST, SOC 2)
• Zero Trust programs
• Security transformation efforts

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

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Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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