Full-Time Sr. Manager, Customer Success

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

Key Responsibilities:

• Develop senior executive relationships across account portfolios, sales and partner leadership.
• Drive Customer Outcomes, product adoption, renewals, and expansion of ServiceNow offerings.
• Lead/contribute to business planning, aligned with company strategy.
• Manage operational aspects of CS portfolio, delivering high customer satisfaction, Quality Assurance, and profitability.
• Manage and grow a team of SAs, PAs, and CSMs, inspiring, growing, and mentoring them.
• Develop strong executive relationships with customer, sales and ecosystem partners.
• Support customer success pre-sales activities with commercial teams.
• Drive renewals and upsells.
• Contribute to customer success methodology and innovation, emphasizing industry-specific IP.

Required Experience:

• 5+ years of customer success, account management, or client services experience.
• 3+ years of leadership or people management.
• Strong track record of improving customer retention, product adoption, and satisfaction.
• Skilled in developing and scaling customer success frameworks (QBRs, success plans, renewals, and upsell motions).
• Ability to translate customer goals into measurable outcomes.
• Comfortable with data-driven decision-making.
• Experience collaborating cross-functionally.
• Proven ability to build trusted advisor relationships with senior stakeholders.
• Skilled at managing complex customer environments.
• Strong executive presence and communication skills.
• Familiarity with cloud platforms (ServiceNow, Salesforce, AWS).
• Experience supporting customers through digital transformation.

Industry Expertise:

• Familiarity with healthcare and/or life sciences ecosystem.
• Familiarity with regulatory environments (HIPAA, FDA, GxP).

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