Full-Time Sr. Manager Customer Success

Sr. Manager of Customer Success will develop and maintain a portfolio of Customer Success accounts, build a team, and develop senior executive relationships.
Objective: Drive Customer Outcomes, product adoption, renewals, and expansion of ServiceNow offerings.

Responsibilities include:

• Lead/contribute to business planning aligned with company strategy.
• Manage operational aspects delivering high customer satisfaction, Quality Assurance, and profitability.
• Manage and grow a team of Customer Success Executives, Platform Architects, and Customer Success Managers.
• Develop strong executive relationships with customer, sales, and partner leaders.
• Support customer success pre-sales activities.
• Drive CS renewals and upsells.
• Contribute thought leadership to customer success methodology.

Industry Expertise: Healthcare and/or life sciences ecosystem (payers, providers, pharmaceuticals).

Customer Success Leadership: 5+ years experience in customer success, account management, or client services, with 3+ years leadership/people management.

Skills: Improve customer retention, product adoption, satisfaction; develop and scale customer success frameworks (QBRs, success plans, renewals).

Strategic & Operational Acumen: Translate customer goals into measurable outcomes; data-driven decision-making; collaborate cross-functionally.

Relationship Management: Build trusted advisor relationships with senior stakeholders; manage complex customer environments; strong communication skills.

Technical Aptitude: Familiarity with cloud platforms (ServiceNow, Salesforce, AWS); understand technical workflows.

Change & Transformation Mindset: Support customers through digital transformation; navigate change management.

Work Environment: Flexible, remote, or required in-office. Equal Opportunity Employer: ServiceNow is an equal opportunity employer.

What is the last date for applying to the job?

Which countries are accepted for this remote job?