Manager, Customer Success Management

This role is required in office in San Diego 2 days per week.

As a Manager of the Customer Success Management team you will be responsible for developing a team of Customer Success Managers (CSMs) You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.

What you get to do in this role:

Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.

• Lead your team to improve technical health, deployment and adoption activities for their portfolio
• Coach your team members to help them grow their careers
• Ensure customer needs are met and roadblocks are removed
• Manage the portfolio of accounts, hitting your goals and driving overall customer success
• Partner with and assign activities to other team members to achieve outcomes and address customer needs
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Reduce the number of escalated customers
• Improve best practice development and guide team members
• Lead and drive operational rigour across your team and ensure team members are performing at their best

• 5+ years of related work experience; OR equivalent work experience
• Demonstrated success leading and growing a team of individual contributors.
• Ability to be creative, comfortable running projects independently
• Desire to solve complex issues through analysis and resolution
• Highly data-driven with a commitment to drive business outcomes and value realization across the portfolio.
• Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success)

For positions in California (outside of the Bay Area), we offer a base pay of $96,200 - $168,400, plus equity (when applicable), variable/incentive compensation and benefits. 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. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

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