Sr. Manager, Customer Success
Sr. Manager, Customer Success
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Salary Not Disclosed
1 Vacancy
Job Description
The Sr. Manager of Customer Success will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Customer Success Executives (CSEs) Platform Architects (PAs) and Customer Success Managers (CSMs) across ServiceNows Customer Success Clients. The Sr. Manager will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. The overriding objective for the Sr. Manager will be to drive Customer Outcomes at these managed accounts leading to clients product adoption renewals and expansion of ServiceNow offerings with the account.
- Lead/contribute to business planning for their respective CS vertical / sub-vertical aligned with the companys overall strategic direction
- Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics Quality Assurance and profitability for the portfolio of accounts
- Manage and grow a team of SAs PAs and CSMs responsible for inspiring growing guiding and mentoring your team
- Develop strong executive relationships with senior level customer leaders sales leaders and ecosystem partners
- Support customer success pre-sales activities in collaboration with our commercial teams
- Drive a high rate of CS renewals and upsells within the portfolio of accounts
- Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific IP for Professional Service customers
Qualifications :
Industry Expertise
- Familiarity with healthcare and/or life sciences ecosystem including payer provider and/or pharmaceutical/life sciences workflows.
- Familiarity with regulatory environments (e.g. HIPAA FDA GxP) and their impact on technology adoption.
Customer Success Leadership
- 5 years of experience in customer success account management or client services with at least 3 years in a leadership or people management role.
- Strong track record of improving customer retention product adoption and satisfaction.
- Skilled in developing and scaling customer success frameworks (QBRs success plans renewals Downsell mitigation and upsell motions).
Strategic & Operational Acumen
- Ability to translate customer goals into measurable outcomes aligned with product capabilities and business value.
- Comfortable with data-driven decision-making including usage data customer health scores and KPIs.
- Experience collaborating cross-functionally with sales product marketing and support teams.
Relationship Management
- Proven ability to build trusted advisor relationships with senior stakeholders (e.g. CIOs CMIOs R&D leaders).
- Skilled at managing complex customer environments with multiple stakeholders and competing priorities.
- Strong executive presence and communication skills for internal and external engagements.
Technical Aptitude
- Familiarity with cloud platforms (e.g. ServiceNow Salesforce AWS) and their role in healthcare/life sciences transformation.
- Ability to understand technical workflows and communicate value to both technical and non-technical audiences.
Change & Transformation Mindset
- Experience supporting customers through digital transformation or large-scale implementations.
- Comfort navigating change management and driving adoption in regulated risk-averse environments.
Additional Information :
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 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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Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
