Senior Manager of Customer Success Management, ServiceNow

Salary not provided

Salesforce

Gainsight

Senior and Expert level

London

Remote from Europe, UK

More information about location

Cloud-based digital workflows for enterprises

Be an early applicant

Cloud-based digital workflows for enterprises

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Be an early applicant

Salary not provided

Salesforce

Gainsight

Senior and Expert level

London

Remote from Europe, UK

More information about location

1001+ employees

B2BEnterpriseInternal toolsProductivitySaaSCloud Computing

Company mission

To transform IT to revolutionize the enterprise.

Job

Company

Role

Who you are

5+ years of experience in Customer Success, SaaS, cybersecurity, or a related technology environment
Experience supporting SaaS solutions in a pre-sales, post-sales, or customer success capacity
5+ years of experience leading Customer Success teams supporting enterprise or strategic customers
Experience with technical implementations or projects, preferably within IT, cybersecurity, networking, cloud services, endpoint management, or a related field
Experience collaborating with or working closely alongside Product Management teams
A collaborative leadership style and a willingness to contribute directly when needed
Strong communication and relationship-building skills, including experience managing complex issues, prioritising competing needs, and supporting customers through challenging situations
Experience with process improvement, planning, decision-making, analysis, service excellence, and developing scalable ways of working
Familiarity with SaaS and customer success technologies such as Salesforce, Gainsight, or similar platforms
A Bachelor’s degree, preferably in a technical or related discipline, or equivalent relevant experience

What the job involves

As Senior Manager, Customer Success, you will lead a team of Customer Success Managers who partner with customers to help them achieve meaningful business outcomes through the successful adoption and use of the Armis Platform
You will support your team in building trusted customer relationships, understanding business priorities, identifying opportunities for growth, and proactively managing customer risk. You will also help establish consistent, scalable approaches to customer success that deliver long-term value
This is a people leadership role that combines strategic thinking, customer advocacy, collaboration, and operational excellence
Lead, support, and develop a team of Customer Success Managers working with strategic and enterprise customers
Ensure your team serves as a trusted partner and primary point of contact following implementation
Support the team in taking ownership of customer adoption, engagement, and critical issue management
Build strong relationships with customer stakeholders and executive sponsors, helping them achieve their business objectives through effective adoption of the Armis Platform
Partner with customers to identify relevant use cases, opportunities for value creation, and areas where the platform can address business and security priorities
Collaborate with internal Armis teams to align customer activities with their business objectives, strategy, and desired outcomes
Help customers understand new features, capabilities, and product releases, ensuring they can make the most of the platform
Monitor adoption and utilisation trends and use customer insights, data, and business context to identify opportunities, risks, and areas for improvement
Champion customer needs and feedback, helping ensure they are represented across the organisation
Identify potential renewal risks early and work collaboratively with internal teams and customers to develop appropriate plans and solutions
Partner with Product, Sales, Support, Professional Services, and other teams to create a consistent and positive customer experience
Contribute ideas and improvements that make our customer success practices more effective, scalable, and inclusive
Represent the voice of the customer and share insights that contribute to continuous improvement across the business, including product development
Work closely with Sales to position and promote Customer Success and Success Services, supporting opportunities for expansion, renewal, and long-term partnership
Help develop best practices, processes, and approaches that enable the Customer Success organisation to scale effectively

Salary benchmarks

Our take

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.

Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.

The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.

The company has more than 7,700 customers, including 85% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in the upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15B, something which its Visa partnership will no doubt aid in achieving.