Principal Customer Success Manager - Veza

ServiceNow; Massachusetts; On-site; USD 134,000 - 234,000; 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

Veza is seeking a senior customer success leader to own a portfolio of 8–10 strategic enterprise customers within the ServiceNow family. You will work in a high-touch model, engaging CIOs, CISOs and senior technology leaders to drive renewal and expansion outcomes.

You will build multi-year Success Plans, translate product capabilities into quantified business impact, and maintain renewal predictability while coordinating across Sales, Solutions, and Customer Success.

Qualifications

• 12+ years managing complex enterprise SaaS customers.
• Ownership of large multi-threaded accounts with executive visibility.
• Proven renewals, expansion and long-term value delivery.
• Strong business and financial acumen, ROI linkage.
• Executive-level communication and strategic influence.

Responsibilities

• Own a portfolio of approximately 8-10 strategic enterprise customers with accountability for outcomes.
• Engage CIOs, CISOs and senior technology leadership to align on strategies and renewals.
• Drive renewal predictability, expansion opportunities and referenceable value.
• Coordinate cross-functional teams across Sales, Solutions, and Customer Success.
• Build multi-year Success Plans and translate capabilities into business impact.
• Identify and mitigate risks ahead of renewal cycles to protect long-term value.

Skills

Enterprise SaaS leadership

Executive engagement

Renewals & expansion

Forecasting & risk

Cross-functional leadership

Job description

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.

Role Scope

• Own a portfolio of approximately 8-10strategic enterprise customers
• 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.

Value Realization

• Build and govern multi-year Success Plans for every strategic account.
• Translate product capabilities into quantified business impact.
• Ensure customers achieve the outcomes that justified their investment.
• Develop referenceable advocates through demonstrated value.

Renewal Predictability

• 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.

Risk Management & Account Health Leadership

• 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.

While execution is shared, accountability for customer outcomes remains clear.

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

• 12+ years managing complex enterprise customers within SaaS or platform organizations
• 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
• Comfortable operating in ambiguous, high-stakes environments
• Track record of proactively identifying risk and driving resolution

Nice to Have: Identity/Security Domain

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not 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

For positions in this location, we offer the following compensation and benefits:

• base pay of $133,600 - $233,800
• plus equity (when applicable)
• variable/incentive compensation and benefits
• health plans, including flexible spending accounts
• 401(k) Plan with company match
• ESPP
• matching donations
• flexible time away plan
• family leave programs

Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.

Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

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Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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