Senior Director, Customer Success — Manufacturing (Remote)

ServiceNow; Northern (KY); Hybrid; USD 180,000 - 315,000; Full time

Benefits offered by this job

Health plans

Accommodations

Work flexibility

Job summary

ServiceNow seeks a Director of Customer Success for US Manufacturing to lead post-sales efforts and grow a multi-hundred-million portfolio. You will drive retention, expansion, and AI adoption while partnering closely with Sales, Delivery, and Product to deliver value from the ServiceNow platform.

You will manage a team of CSMs and CSEs, engage with CIOs and board-level executives, and define the go-to-market plan for your portfolio. Strong leadership and data-driven storytelling are essential.

Qualifications

• 10–15 years in GTM leadership within technology or SaaS.
• 7–10 years in Customer Success, Customer Operations, or Delivery.
• BA/BS required; MBA preferred.

Responsibilities

• Own full health and commercial performance of your portfolio.
• Drive GRR, NRR, renewals with proactive risk management.
• Define GTM strategy and lead cross-functional execution.
• Lead a team of CSMs and CSEs with a servant leadership approach.

Skills

GTM leadership

Customer Success leadership

Executive stakeholder management

People management

Education

BA/BS or equivalent

MBA preferred

Job description

ServiceNow seeks a Director of Customer Success for US Manufacturing to lead post-sales efforts and grow a multi-hundred-million portfolio. You will drive retention, expansion, and AI adoption while partnering closely with Sales, Delivery, and Product to deliver value from the ServiceNow platform.

You will manage a team of CSMs and CSEs, engage with CIOs and board-level executives, and define the go-to-market plan for your portfolio. Strong leadership and data-driven storytelling are essential.