ServiceNow

Manager, Customer Success Management

ServiceNow • $120K — $145K *
US-AnywhereRemote in Atlanta, GA
Enterprise Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 7-10+ years in Customer Success or similar roles, with 2+ years in a leadership capacity.
  • Proven ability to build and develop successful teams of Customer Success Managers.
  • Experience managing complex enterprise accounts with a focus on renewals and expansions.
  • Strong business acumen that connects customer adoption to positive ROI.
  • Exceptional communication skills, capable of engaging with high-level executives like CISOs and CIOs.
  • Ability to navigate ambiguous and high-stakes environments effectively.
  • Fluency in Customer Success and CRM platforms, utilizing data in decision-making.

Responsibilities

  • Lead, coach, and develop a team of 6 to 8 Customer Success Managers for enterprise clients.
  • Own and monitor the health and renewal strategies of the team’s customer portfolio.
  • Serve as the escalation point for challenging accounts and customer discussions.
  • Engage with high-level security stakeholders on strategic accounts alongside CSMs.
  • Establish operational rhythms and structures for account management and reviews.
  • Collaborate with cross-functional teams to achieve optimal customer outcomes.

Benefits

  • Flexible work options depending on personal work personas (remote or in-office).
  • Opportunity for professional growth through coaching and development.
  • Access to a supportive team environment focused on performance and outcomes.
  • Exposure to high-profile enterprise-level clients and advanced security practices.
Full Job Description
Job Description

Manager, Customer Success

The Manager, Customer Success leads a team of Customer Success Managers accountable for the outcomes of enterprise customers. This leader owns the health, retention posture, and expansion trajectory of the team's combined portfolio, and develops CSMs into trusted advisors to CISO, CIO, and senior security leadership.

Operating with extreme ownership, this manager sets the standard for how the team engages, brings operational rigor to a complex book, and removes obstacles so CSMs can drive measurable customer value.

This is a people-leadership role. Accountability for the team's customer outcomes sits here.

Role Scope
  • Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers.
  • Own the aggregate health, renewal posture, and expansion pipeline across the team's portfolio.
  • Serve as the senior point of escalation for at-risk accounts and difficult customer conversations.
  • Engage directly with CISO, CIO, and senior security stakeholders alongside CSMs on strategic and recovery accounts.
  • Set the cadence, structure, and operating rhythm the team runs on, from account reviews to renewal inspection.
  • Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes.

Core Responsibilities

Team Leadership and Development
  • Hire, onboard, and retain a high-performing team of Customer Success Managers.
  • Coach CSMs toward a consultative, outcome-driven approach and hold a consistent 1:1 and account-review cadence.
  • Set clear performance expectations, give direct feedback, and manage performance with fairness and rigor.
  • Build the bench through skill development, stretch assignments, and clear growth paths.

Portfolio Health and Renewal Predictability
  • Own the team's renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators.
  • Bring objectivity to account health scoring and surface erosion signals early across the book.
  • Maintain high forecast accuracy for the team's renewals and expansion.
  • Mobilize cross-functional resources on red and yellow accounts before issues escalate.

Executive Engagement and Value Realization
  • Coach CSMs to build trusted-advisor relationships with security and technology executives.
  • Ensure every strategic account runs on a governed, multi-year Success Plan tied to measurable business outcomes.
  • Join Executive Business Reviews on top accounts and raise the quality bar on how value is framed and quantified.
  • Connect platform capabilities to customer priorities such as security posture, regulatory readiness, and operational resilience.

Escalation and Risk Leadership
  • Act as the accountable leader when accounts destabilize, driving disciplined recovery strategies.
  • Deliver difficult messages, internally and externally, to protect long-term outcomes.
  • Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers.

Operational Excellence
  • Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time.
  • Establish and improve the playbooks, governance, and tooling the team relies on.
  • Drive adoption of Customer Success and CRM tooling for clean, inspectable data.

Cross-Functional Partnership
  • Align commercial strategy with Sales leadership to support retention and expansion.
  • Partner with Solutions and Professional Services leaders on technical strategy and delivery.
  • Champion the voice of the customer to influence product roadmap and go-to-market decisions.
  • Foster a one-team approach across the account lifecycle, with shared goals and clear accountability.


Qualifications

Required Experience
  • 7 to 10+ years in Customer Success, Technical Account Management, or related customer-facing roles, including 2+ years leading customer-facing teams.
  • Demonstrated success building and developing high-performing CSM teams.
  • Proven ownership of renewals, expansion, and retention across a portfolio of complex enterprise accounts.
  • Strong business and financial acumen, with the ability to connect adoption to ROI.
  • Executive-level communication and presence, with the ability to influence CISO and CIO stakeholders.
  • Comfort operating in ambiguous, high-stakes, highly matrixed environments.
  • Fluency with Customer Success and CRM platforms and a data-driven approach to managing a book.

Nice to Have:

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

Domain expertise can be learned. Leadership and ownership cannot.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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