ServiceNow

Sr Mgr, Customer Success Mgmt

ServiceNow • $130K — $155K *
Philadelphia, PA 19120In-Person
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years in Customer Success, Account Management, or Consulting with a focus on B2B SaaS or related fields.
  • Proven experience managing a multi-account portfolio and leading technical CS teams, especially in cybersecurity.
  • Strong knowledge of customer lifecycle management and risk mitigation strategies.
  • Ability to translate corporate goals into actionable operational plans with measurable outcomes.
  • Bachelor's degree in IT, Computer Science, or related field; advanced degree preferred.
  • Strategic thinker with strong cross-functional alignment skills.
  • Exceptional communication and presentation capabilities, particularly with executives.
  • Data-driven, with an eye for scalable process improvements.

Responsibilities

  • Own regional ARR planning and set strategic targets for growth and retention.
  • Standardize EBR narratives and metrics to showcase business impact effectively.
  • Establish risk playbooks and chair reviews to identify and mitigate potential issues.
  • Run regional Voice of Customer cadences to prioritize product feedback and improvements.
  • Review account standards to ensure consistent performance and quick value realization.
  • Set the training agenda for the team, ensuring proficiency and engagement.
  • Implement security best practices and standard framework reviews across the portfolio.
  • Tailor strategies to various industry requirements and regulatory needs.
  • Develop and oversee onboarding standards and operating rhythms to enhance adoption.
  • Model ethical decision-making and foster accountability within teams.
  • Promote a learning culture by facilitating retrospectives and knowledge sharing.

Benefits

  • Flexible work persona options allowing for remote or in-office work settings.
  • Emphasis on mentorship and professional development opportunities within the team.
  • Focus on creating a culture of learning and continuous improvement.
  • Engagement in cross-functional projects that enhance innovation and collaboration.
  • Strong commitment to ethical leadership and team empowerment.
Full Job Description
Job Description

Sr Mgr, Customer Success Mgmt

About the Role

The Team Lead Customer Success Manager serves as the strategic bridge between account-level consultants and organizational leadership. This role aligns multiple customer programs or business units under a unified framework that translates corporate objectives into actionable account strategies. You'll own overall portfolio performance, mentor Technical CSMs, and partnering & overseeing cross-functional optimization of the REs within your BoB. Ensuring consistent execution of customer strategies that drive adoption, retention, and expansion.

Key Responsibilities
  • Own regional ARR planning and attainment. Align capacity, resources, and account plans to targets; run cadence reviews and intervene early to protect growth and retention.
  • Standardize EBR narratives, proof-of-value metrics, and portfolio KSOs to demonstrate business impact.
  • Establish and enforce portfolio-level risk playbooks. Chair recurring risk reviews, surface systemic patterns, and coordinate cross-functional mitigations.
  • Run regional Voice of Customer cadences. Aggregate requests into prioritized product asks, coordinate betas or lighthouse initiatives, and close feedback loops with customers and Product teams.
  • Reviews standards across accounts. Ensure reusable, secure performance patterns that accelerate time-to-value.
  • Set the enablement agenda for the team. Establish proficiency baselines, curate deep-dives with Product, and guarantee expert coverage for strategic engagements.
  • Operationalize security best practices and standardize network design reviews across the portfolio, driving adoption of scalable, resilient architectures.
  • Scale vertical frameworks and tailor strategies to regulatory or industry needs (OT, Healthcare, Public Sector, etc.).
  • Own onboarding standards, playbooks, and operating rhythms. Measure adoption of best practices and continuously iterate for scale.
  • Model ethical decision-making and hold teams accountable to balanced customer and organizational outcomes.
  • Cultivate a learning culture. Run retros and experiments, build skills roadmaps, and institutionalize knowledge sharing to improve outcomes quarter over quarter.


Qualifications

  • 10+ years in Customer Success, Account Management, or Consulting within B2B SaaS, Consulting, Technical Pre- or Post-Sales Engineering, Development, Solution Development or Product Management.
  • Proven track record managing multi-account portfolios and leading CS teams in a technical or cybersecurity environment.
  • Strong understanding of customer lifecycle management, risk mitigation, and value realization methodologies.
  • Demonstrated ability to translate business objectives into operational plans and measurable outcomes.
  • Bachelor's degree in IT, Computer Science, or related discipline (required); advanced degree or equivalent experience preferred.
  • Preferred Attributes
  • Strategic systems thinker who thrives on cross-functional alignment.
  • Exceptional communication and executive presentation skills.
  • Data-driven decision-maker with an eye for scalable process design.
  • Empathetic leader committed to developing people and uplifting team capability.


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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Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at ServiceNow.

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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