Full-Time Senior Manager, Customer Success

What you get to do in this role: Be on the ground and a core part of building a growing team in San Diego, Amsterdam, and Sydney. The role of the Senior Manager, Customer Success is part of ServiceNow Impact, our newest product. ServiceNow Impact personalizes customers' digital transformation journey on the Now Platform and accelerates customers’ time-to-value.

As part of the global customer success organization, this team will help customers unlock business value and accelerate the adoption of the ServiceNow products they have purchased through delivering our User Experience (UX) accelerators.

The Senior Manager, Customer Success is accountable for:

• Managing a team of UX Consultants that delivers specified accelerators.
• Collaborating across business functions, customers, and partners, ensuring proper governance is followed to gain stakeholder support.
• Hiring, coaching, and leading a team of Senior and Associate level consultants to achieve the ServiceNow business goals.
• Managing all aspects of employee performance management for your team.
• Building and leveraging strategic relationships with Outsourced Strategic Partners (OSP) and nearby higher education facilities.
• Executing in a player/coach style role for newly onboarded employees.
• Managing the execution of the delivery for a growing portfolio of accelerator offerings.
• Facilitating the team’s career and development plans.
• Holding the team accountable to execute using best practices.
• Providing strategic thinking, building, and executing a business plan.
• Communicating and acting as the UX escalation point of contact.
• Ensuring high customer satisfaction.
• Promoting continuous improvement practices.
• Developing and maintaining strong working relationships with other teams.

To be successful in this role you have:

• 4+ years progressive experience in a professional or managed services organization.
• 4+ years of UX management experience.
• A creative and entrepreneurial spirit.
• Experience working collaboratively and cross-functionally.
• A passion for UX.
• Preferred experience with ServiceNow Products.
• Excellent communication skills.
• Strong interpersonal skills.
• Customer-centric attitude.
• Keen attention to detail and multitasking skills.
• A customer-centric mentality.
• Ability to interact with technical and non-technical customers.
• A strong desire to contribute to a positive work environment.

Compensation: $163,000 - $254,650, plus equity, variable/incentive compensation, and benefits.

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