ServiceNow

Senior Manager, Customer Success Mid Market - Moveworks

ServiceNow • $148K — $259K *
San Francisco, CA 94112In-Person
Business Services
5 - 7 years of experience
3 days ago
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Job Overview by Ladders

Qualifications

  • 7+ years in Customer Success, Account Management, or related role in B2B SaaS, focused on mid-market or commercial tiers
  • 2+ years managing a small team of senior CSMs, emphasizing coaching and mentorship
  • High-agency individual with a track record in portfolio management for retention goals
  • Experience in evolving Customer Success strategies, developing programs, and optimizing engagement models
  • Proficient in crafting value narratives that tie product usage to measurable customer outcomes
  • Strong analytical skills with the ability to translate data into executive-level insights
  • Excellent collaboration skills with experience working alongside Sales, Product, and Marketing teams

Responsibilities

  • Lead, mentor, and develop a high-performing team of Customer Success Managers
  • Own team-level Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) metrics and proactively identify risks
  • Create and implement a scalable Mid-Market Customer Success vision, including operational frameworks
  • Coach CSMs on building relationships at executive and core levels within customer organizations
  • Guide the team in developing value narratives connecting Moveworks investment to business impact
  • Position your team as strategic advisors on AI adoption for enhancing customer strategies
  • Establish a robust approach to risk management to identify and address at-risk accounts
  • Serve as an escalation point for complex customer issues, coordinating cross-functional resolutions
  • Collaborate with Sales, Product, and Support to advocate for customer needs and influence priorities
  • Navigate and lead your team through periods of change and ambiguity

Benefits

  • Health plans including flexible spending accounts
  • 401(k) Plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donation programs
  • Flexible time away and family leave programs
Full Job Description
Job Description

As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks the AI Employee Front Door for every customer in your portfolio. You will influence the strategic direction for your team's customer engagements, coach CSMs to be trusted AI advisors, and own retention outcomes across a growing book of mid-market business. This is a role for a leader who thrives on empowering others to drive high-value customer outcomes to life and building the team and motion to do it at scale.

What you get to do in this role:
  • Lead, mentor, and grow a team of Customer Success Managers - setting expectations and managing a high-performance bar, running regular 1:1s, and building a culture of trust, accountability, curiosity, and customer-centricity
  • Own team-level GRR & NRR outcomes, with a proactive approach to risk identification and expansion opportunities
  • Create and execute on a Mid-Market Customer Success vision with the development and evolution of playbooks and frameworks that scale best practices across the team. This includes building the operating rhythm for the team including customer engagement cadences, escalation frameworks, QBR standards, and account review processes while holding the team accountable to them
  • Coach CSMs to build strong relationships at both the executive and core team level across customer organizations, ensuring Moveworks is embedded at the right levels of stakeholder influence
  • Guide your team in developing compelling value narratives - helping customers connect their Moveworks investment to measurable business outcomes and enterprise-wide impact
  • Position yourself and your team as strategic advisors on AI adoption, helping customers understand how to evolve their AI strategy with Moveworks at the center
  • Establish a rigorous approach to risk management across the portfolio - leveraging health signals, usage data, and relationship intelligence to surface and mitigate at-risk accounts before they become problems
  • Act as an executive escalation point for complex or at-risk customers, mobilizing cross-functional resources to resolve issues quickly and protect the relationship
  • Partner with Sales, Product, and Support to advocate for customer needs, surface portfolio-level feedback, and influence roadmap priorities
  • Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift


Qualifications

To be successful in this role you have:
  • 7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS - with meaningful time spent at the mid-market or commercial tier
  • 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach
  • A high-agency operator who takes ownership, removes blockers independently, and ven experience of portfolio management to support org-level retention goals and KPIs
  • A proven track record of successfully evolving a Customer Success Management motion including building new programs and remodeling our customer engagement model to supporting a fast-growing customer base
  • Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes
  • Strong analytical skills with the ability to translate data into actionable insights and executive-ready narratives.
  • Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing.
  • A strong communicator who can flex up and down - equally effective presenting to VP+ leadership as they are connecting with CSMs and ICs on the ground. Able to coach others on the team to do the same.
  • A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you.

How you Operate
  • High agency: you take ownership, remove blockers independently, and find creative solutions when the playbook doesn't have an answer
  • Everything with urgency: you operate with a bias toward speed and make decisions decisively, even when the information is imperfect
  • Resourceful and resilient: you've been through difficult moments with customers or teams and can speak candidly about what you learned about yourself
  • Candid and direct: you set clear expectations, follow up relentlessly, and don't soften feedback to the point of losing the message
  • Comfortable with ambiguity: you can lead a team through uncertainty and change without losing momentum or morale
  • Self-sufficient: you don't need a fully built infrastructure to start delivering; you build it while the engine is running


FD21

For positions in this location, we offer a base pay of $148,400 - $259,700, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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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.

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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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