Senior Manager, Customer Success & Portfolio Growth

ServiceNow; Pennsylvania; Hybrid; USD 140,000 - 190,000; Full time

Job summary

ServiceNow is seeking a Senior Manager, Customer Success Management to act as the strategic bridge between account-level consultants and executive leadership. You’ll own portfolio performance, mentor CS managers, and coordinate cross-functional optimization of regional accounts to drive adoption, retention, and expansion.

You will establish onboarding standards, enablement programs, and resilience through risk playbooks while aligning strategies with product teams and clients.

Qualifications

• 10+ years in Customer Success, Account Management, or Consulting in B2B SaaS or related fields.
• Experience leading CS teams and multi-account portfolios in technical or cybersecurity settings.
• Strong understanding of customer lifecycle management and value realization.

Responsibilities

• Own regional ARR planning and attainment; align resources and plans to targets.
• Standardize narratives, metrics, and KSOs to show business impact.
• Establish portfolio risk playbooks and coordinate cross-functional mitigations.
• Lead Voice of Customer cadences; translate requests into product asks and bets.
• Review accounts to ensure reusable, secure performance patterns.
• Set enablement agendas; develop proficiency baselines and product deep-dives.
• Operationalize security practices and standardize network design reviews.
• Scale vertical frameworks and tailor strategies to regulatory needs.
• Own onboarding standards, playbooks, and operating rhythms for scale.
• Model ethical decision-making and balance customer vs. organizational outcomes.
• Foster a learning culture with retros and skills roadmaps.

Skills

Portfolio leadership

Executive communication

Cross-functional alignment

Data-driven decisions

Strategic thinking

Risk mitigation

Mentoring CS managers

Education

Bachelor’s degree in IT/CS

Advanced degree preferred

Job description

ServiceNow is seeking a Senior Manager, Customer Success Management to act as the strategic bridge between account-level consultants and executive leadership. You’ll own portfolio performance, mentor CS managers, and coordinate cross-functional optimization of regional accounts to drive adoption, retention, and expansion.

You will establish onboarding standards, enablement programs, and resilience through risk playbooks while aligning strategies with product teams and clients.