Manager, Customer Success Management

ServiceNow is a company focused on freeing people from busywork through AI-driven solutions. The Manager, Customer Success Management leads a team responsible for the health and retention of enterprise customers, ensuring they receive measurable value from their engagements and driving operational excellence across the team.

Responsibilities:

• Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers
• Own the aggregate health, renewal posture, and expansion pipeline across the team's portfolio
• Serve as the senior point of escalation for at-risk accounts and difficult customer conversations
• Engage directly with CISO, CIO, and senior security stakeholders alongside CSMs on strategic and recovery accounts
• Set the cadence, structure, and operating rhythm the team runs on, from account reviews to renewal inspection
• Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes
• Hire, onboard, and retain a high-performing team of Customer Success Managers
• Coach CSMs toward a consultative, outcome-driven approach and hold a consistent 1:1 and account-review cadence
• Set clear performance expectations, give direct feedback, and manage performance with fairness and rigor
• Build the bench through skill development, stretch assignments, and clear growth paths
• Own the team's renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators
• Bring objectivity to account health scoring and surface erosion signals early across the book
• Maintain high forecast accuracy for the team's renewals and expansion
• Mobilize cross-functional resources on red and yellow accounts before issues escalate
• Coach CSMs to build trusted-advisor relationships with security and technology executives
• Ensure every strategic account runs on a governed, multi-year Success Plan tied to measurable business outcomes
• Join Executive Business Reviews on top accounts and raise the quality bar on how value is framed and quantified
• Connect platform capabilities to customer priorities such as security posture, regulatory readiness, and operational resilience
• Act as the accountable leader when accounts destabilize, driving disciplined recovery strategies
• Deliver difficult messages, internally and externally, to protect long-term outcomes
• Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers
• Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time
• Establish and improve the playbooks, governance, and tooling the team relies on
• Drive adoption of Customer Success and CRM tooling for clean, inspectable data
• Align commercial strategy with Sales leadership to support retention and expansion
• Partner with Solutions and Professional Services leaders on technical strategy and delivery
• Champion the voice of the customer to influence product roadmap and go-to-market decisions
• Foster a one-team approach across the account lifecycle, with shared goals and clear accountability

Requirements:

• 7 to 10+ years in Customer Success, Technical Account Management, or related customer-facing roles, including 2+ years leading customer-facing teams
• Demonstrated success building and developing high-performing CSM teams
• Proven ownership of renewals, expansion, and retention across a portfolio of complex enterprise accounts
• Strong business and financial acumen, with the ability to connect adoption to ROI
• Executive-level communication and presence, with the ability to influence CISO and CIO stakeholders
• Comfort operating in ambiguous, high-stakes, highly matrixed environments
• Fluency with Customer Success and CRM platforms and a data-driven approach to managing a book
• Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required
• Identity Governance and Administration
• Privileged Access Management
• Access certifications and User Access Reviews
• Governance, Risk, and Compliance or Integrated Risk Management
• Security operations and vulnerability response
• Compliance initiatives (SOX, ISO, NIST, SOC 2)
• Zero Trust and security transformation programs