Manager, Success Centre

The Manager of Success Centre will lead a team of early in career Customer Success Guides (CSG) responsible for delivering Success at Scale for all Digital, Commercial and Mid-Market Customers. The role is based at our Addison location and is critical to ensuring the success and growth of our customers through their journey with us.

Requirements

• Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership
• Execute the strategy and alignment of customer success for all customers managed by the Centre, delivering value for all customers on their journey
• Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts
• Manage and grow a team of Customer Success Guides, responsible for inspiring, growing, guiding, and mentoring your team
• Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners
• Partner with Customer Success to ensure that our product is understood and positioned well by the Customer Success Guides
• Drive continuous improvement by working actively with Cross functional teams to innovate and find ways for the Guides to increase productivity
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Minimum 5 years in leadership roles at a high performing consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector
• Demonstrated success leading and growing a team of individual contributors
• Familiar with one or more ServiceNow product suites
• Understanding of issues and imperatives driving digital transformation across ServiceNow Client
• Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs
• Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients

Benefits

• Work Personas - We approach our distributed world of work with flexibility and trust
• Equal Opportunity Employer - ServiceNow is an equal opportunity employer
• Accommodations - We strive to create an accessible and inclusive experience for all candidates
• Export Control Regulations - For positions requiring access to controlled technology subject to export control regulations