ServiceNow
Manager, Customer Success Management
San Diego, CALIFORNIA, United States · Contract
Sponsorship not specified$102k-$179kDetected 6 hours ago
CybersecuritySOC OperationsComplianceProduct ManagementProduct StrategyCRMAccount ManagementCustomer SuccessCadenceZero TrustLeadershipCommunication
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odds of building a lasting career here
33Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds (Level III)83
Fits your clock70
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About the role
- It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis.
- Today, ServiceNow is the AI control tower for business reinvention.
- Accountability for the team's customer outcomes sits here.
Responsibilities
- Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers.
- Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes.
- 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.
- Own the team's renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators.
- Maintain high forecast accuracy for the team's renewals and expansion.
- Coach CSMs to build trusted-advisor relationships with security and technology executives.
- Deliver difficult messages, internally and externally, to protect long-term outcomes.
- Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers.
- Drive adoption of Customer Success and CRM tooling for clean, inspectable data.
Requirements
- 7 to 10+ years in Customer Success, Technical Account Management, or related customer-facing roles, including 2+ years leading customer-facing 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.
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)
Compensation
- $102k-$179k
Benefits
- Own the aggregate health, renewal posture, and expansion pipeline across the team's portfolio.
- Bring objectivity to account health scoring and surface erosion signals early across the book.
- Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time.
Equal opportunity
- ServiceNow is an equal opportunity employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
- In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
- Accommodations
Visa & Work Authorization
- Export Control Regulations
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This listing is sourced directly from ServiceNow's careers page and normalized into a canonical job model.