The Customer Success Sr. Manager will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing a team of Success Architects (SAs), Platform Architects (PAs) and Customer Success Managers (CSMs) across ServiceNow’s 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 client’s 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 company’s 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
