[Hiring] Senior Customer Success Manager @ServiceNow

Role Description

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
• Expansion identification

Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction. This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.

Qualifications

• 8+ 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

Nice to Have: Identity/Security Domain

• Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required.
• Relevant exposure may include:
• Identity Governance & Administration
• Privileged Access Management
• Access certifications / User Access Reviews
• Compliance initiatives (SOX, ISO, NIST, SOC 2)
• Zero Trust programs
• Security transformation efforts

Requirements

• Own a mixed portfolio of approximately 10-20 strategic enterprise and mid-market 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

Benefits

• Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
• 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.
• 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, please contact for assistance.
• Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, ServiceNow may be required to obtain export control approval from government authorities for certain individuals.