GM, Customer Success – Manufacturing AI Growth

ServiceNow; Washington; On-site; USD 180,000 - 315,000; Full time

Job summary

ServiceNow seeks a Director, Customer Success — US Manufacturing, to drive outcomes, retention, and expansion across a defined portfolio. You will lead CSMs and CSEs, partner with Sales/Delivery/Product, and own a substantial book of business with annual growth expectations.

Ideal candidates have 10–15 years in GTM leadership, strong executive presence with CIOs, and a demonstrated ability to translate data into strategic actions.

Qualifications

• 10–15 years of go-to-market leadership in tech or SaaS.
• Experience in Customer Success, Customer Operations or Delivery.
• Proven ability to engage with C-suite executives and boards.
• Strong data storytelling and executive presentation skills.
• Servant leadership with team-building and coaching emphasis.

Responsibilities

• Own half of the US Manufacturing book of business with growth responsibilities.
• Define and drive GTM strategy, coverage, and renewal forecasting.
• Lead and develop a team of CSMs and CSEs; build a high-performance culture.
• Engage with CIOs and board-level executives as a trusted advisor.
• Present data-driven reviews to leadership and customers to show value.
• Drive AI adoption and platform usage within the portfolio.
• Collaborate with Sales, Delivery, and Product to maximize outcomes.
• Operationalize performance KPIs and provide regular health reports.

Skills

Go-To-Market leadership

Customer Success

C‑suite engagement

Data storytelling

Executive presentation

Servant leadership

Education

BA/BS or equivalent

MBA preferred

Job description

ServiceNow seeks a Director, Customer Success — US Manufacturing, to drive outcomes, retention, and expansion across a defined portfolio. You will lead CSMs and CSEs, partner with Sales/Delivery/Product, and own a substantial book of business with annual growth expectations.

Ideal candidates have 10–15 years in GTM leadership, strong executive presence with CIOs, and a demonstrated ability to translate data into strategic actions.