Manager, Customer Success

This manager role reports to the AMS, Sr. Director of Customer Success and is part of the Impact organization. Impact is a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster.

The Customer Success Team Manager is responsible for guiding and empowering a team of Customer Success Managers (CSMs) to deliver exceptional value to clients, ensuring product adoption, customer satisfaction, retention, and growth. This role involves overseeing the day-to-day operations of the CSM team, setting strategic goals, and implementing best practices to optimize customer engagement.

What you get to do in this role:

• Lead, inspire, and develop a high-performing team of CSMs, fostering a culture of excellence, collaboration, and continuous improvement.
• Oversee the CSMs as they build and maintain strong relationships with customers, ensuring customer needs are met and 
• expectations are exceeded.
• Serve as an escalation point of contact for complex customer related matters
• Track and analyze key performance indicators (KPIs) related to adoption, customer satisfaction, retention rates, and overall team productivity. Provide regular feedback and coaching to team members to drive improvement.
• Continuously evaluate and refine customer success processes to improve efficiency, scalability, and effectiveness, ensuring the team meet the evolving needs of our customers.
• Act as an advocate within the organization, ensuring customer feedback is shared with the appropriate stakeholders.
• Work closely with Sales, Product teams, Marketing, and other departments to ensure alignment and collaboration on customer success initiatives, contributing to the overall growth and success of the company
• Utilize data and analytics to identify trends, opportunities, and areas of improvement, driving decisions that enhance customer outcomes and team performance

• 5+ Years of leadership experience in the Customer Success field.
• Proven experience in a leadership role within a Customer Success or related function.
• Strong understanding of customer success metrics, strategies, and best practices.
• Exceptional communication, interpersonal, and relationship-building skills.
• Analytical mindset with the ability to leverage data to drive decisions and strategies.
• Proactive problem-solver with a customer-centric approach.
• Experience working in a fast-paced, dynamic environment, with a focus on driving results.
• ServiceNow experience and/or certifications is a plus. 

Note: This is an office-flexible role. The expectation is to be in-office 2 days a week. 

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. 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 [email protected] 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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