General Manager, Manufacturing Customer Success & Growth

ServiceNow; Kirkland (WA); On-site; USD 180,000 - 315,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Equity (when applicable)

Job summary

ServiceNow seeks a Director of Customer Success for US Manufacturing in Kirkland, WA. You will own a large portfolio, drive YoY growth, and lead a team of CSMs/CSEs to deliver outcomes. You will partner with Sales, Delivery, and Product to maximize value and AI adoption across strategic accounts.

You will be a trusted advisor to CIOs and executives, shaping digital transformation strategies and ensuring renewal and expansion across your book of business in a fast-moving SaaS environment.

Qualifications

• BA/BS or equivalent required; MBA preferred.
• 10–15 years of GTM leadership in tech or SaaS with post-sales focus.
• Experience managing a $400M+ book of business and P&L ownership.
• Strong executive engagement with CIOs and board-level stakeholders.
• Demonstrated data-driven storytelling for portfolio reviews.

Responsibilities

• Run the Business as a General Manager for a manufacturing portfolio with health and growth targets.
• Define and drive GTM execution, coverage models, and renewal forecasting with precision.
• Lead CSM/CSE teams and foster servant leadership and development.
• Engage executives at manufacturing accounts and co-develop digital transformation strategies.
• Deliver data-driven executive presentations and persuasive value narratives.
• Drive AI adoption and platform usage as a strategic KPI within the portfolio.
• Capture customer feedback for Product Engineering and roadmapping.

Skills

AI Driven

Executive Presence

Presentation Skills

Data Storytelling

Servant Leadership

Team Leadership

Cross-Functional

GTM Strategy

Business Acumen

Industry Awareness

Platform Knowledge

Travel Willingness

General Management

GTM Leadership

Leadership Experience

BA/BS or Equivalent

Education

BA/BS or equivalent

MBA preferred

Job description

ServiceNow seeks a Director of Customer Success for US Manufacturing in Kirkland, WA. You will own a large portfolio, drive YoY growth, and lead a team of CSMs/CSEs to deliver outcomes. You will partner with Sales, Delivery, and Product to maximize value and AI adoption across strategic accounts.

You will be a trusted advisor to CIOs and executives, shaping digital transformation strategies and ensuring renewal and expansion across your book of business in a fast-moving SaaS environment.