Sr Mgr, Customer Success Mgmt

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

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Sr Mgr, Customer Success Mgmt

About the Role

The Team Lead Customer Success Manager serves as the strategic bridge between account-level consultants and organizational leadership. This role aligns multiple customer programs or business units under a unified framework that translates corporate objectives into actionable account strategies. You’ll own overall portfolio performance, mentor Technical CSMs, and partnering & overseeing cross-functional optimization of the REs within your BoB. Ensuring consistent execution of customer strategies that drive adoption, retention, and expansion.

Key Responsibilities

• Own regional ARR planning and attainment. Align capacity, resources, and account plans to targets; run cadence reviews and intervene early to protect growth and retention.
• Standardize EBR narratives, proof-of-value metrics, and portfolio KSOs to demonstrate business impact.
• Establish and enforce portfolio-level risk playbooks. Chair recurring risk reviews, surface systemic patterns, and coordinate cross-functional mitigations.
• Run regional Voice of Customer cadences. Aggregate requests into prioritized product asks, coordinate betas or lighthouse initiatives, and close feedback loops with customers and Product teams.
• Reviews standards across accounts. Ensure reusable, secure performance patterns that accelerate time-to-value.
• Set the enablement agenda for the team. Establish proficiency baselines, curate deep-dives with Product, and guarantee expert coverage for strategic engagements.
• Operationalize security best practices and standardize network design reviews across the portfolio, driving adoption of scalable, resilient architectures.
• Scale vertical frameworks and tailor strategies to regulatory or industry needs (OT, Healthcare, Public Sector, etc.).
• Own onboarding standards, playbooks, and operating rhythms. Measure adoption of best practices and continuously iterate for scale.
• Model ethical decision-making and hold teams accountable to balanced customer and organizational outcomes.
• Cultivate a learning culture. Run retros and experiments, build skills roadmaps, and institutionalize knowledge sharing to improve outcomes quarter over quarter.

• 10+ years in Customer Success, Account Management, or Consulting within B2B SaaS, Consulting, Technical Pre- or Post-Sales Engineering, Development, Solution Development or Product Management.
• Proven track record managing multi-account portfolios and leading CS teams in a technical or cybersecurity environment.
• Strong understanding of customer lifecycle management, risk mitigation, and value realization methodologies.
• Demonstrated ability to translate business objectives into operational plans and measurable outcomes.
• Bachelor’s degree in IT, Computer Science, or related discipline (required); advanced degree or equivalent experience preferred.
• Preferred Attributes
• Strategic systems thinker who thrives on cross-functional alignment.
• Exceptional communication and executive presentation skills.
• Data-driven decision-maker with an eye for scalable process design.
• Empathetic leader committed to developing people and uplifting team capability.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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