Senior Customer Success Manager, ServiceNow

• 12+ years managing complex enterprise customers within SaaS or platform organizations
• Demonstrated ownership of large, multi-threaded accounts with executive visibility
• Proven experience driving renewals, expansion, and long-term customer value
• Strong business and financial acumen with the ability to connect adoption to ROI
• Executive-level communication skills and presence
• Comfortable operating in ambiguous, high-stakes environments
• Track record of proactively identifying risk and driving resolution

Desirable

• The Senior Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification
• Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction
• We hire builders and owners–not coordinators
• This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes
• Own a portfolio of approximately 8-10 strategic enterprise customers
• Operate within a high-touch engagement model where depth of partnership is prioritized over volume
• Engage regularly with CIO, CISO, and senior technology leadership
• Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
• Support customers operating in complex, highly integrated environments
• Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation
• Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer
• Establish clear success criteria and align internal execution accordingly
• Drive customers from deployment to durable operational reliance
• Orchestrate the resources required to achieve customer outcomes
• Treat each customer as a business, balancing advocacy with commercial responsibility
• Build trusted advisor relationships with CIO, CISO, and senior stakeholders
• Deliver Executive Business Reviews grounded in measurable business outcomes
• Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience
• Guide executive decision-making through insight and credible challenge when necessary
• Build and govern multi-year Success Plans for every strategic account
• Translate product capabilities into quantified business impact
• Ensure customers achieve the outcomes that justified their investment
• Develop referenceable advocates through demonstrated value
• Own renewal posture across the portfolio with no late-stage surprises
• Inspect leading indicators including adoption depth, executive engagement, and realized value
• Communicate risk early with a clear mitigation strategy and path to resolution
• Bring rigor and objectivity to evaluating account health
• Proactively identify erosion signals and mobilize cross-functional teams before issues escalate
• Develop and execute disciplined recovery strategies when required
• Deliver difficult messages when necessary to protect long-term outcomes
• Maintain high forecast accuracy for assigned accounts
• Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle
• Align commercial strategy with the Account Executive to support retention and expansion
• Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria
• Lead integrated account planning across Sales, Solutions, and Customer Success
• Foster a one-team approach focused on long-term customer value rather than functional handoffs
• While execution is shared, accountability for customer outcomes remains clear
• Coordinate Sales, Professional Services, Support, Product, and partner teams
• Establish governance frameworks that drive accountability and transparency
• Remove obstacles and maintain execution momentum across large programs
• Operate effectively within highly matrixed customer organizations