Sr Mgr, Customer Success Mgmt
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得热泪盈眶。这一时刻激发了Fred创建一家公司，让每个人都能摆脱琐事，专注于有意义的工作。如今，ServiceNow是企业转型的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流程，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一个以AI为核心的文化，让技术和人才 unstoppable 一起前行。而我们才刚刚开始。
加入我们，让AI为人们工作。
#### 职位描述
高级经理，客户成功管理
职位简介
团队负责人客户成功经理在账户级顾问和组织管理层之间起到战略桥梁的作用。该角色将多个客户项目或业务单元纳入统一框架，将企业目标转化为可执行的账户策略。您将负责整体组合表现，指导技术客户成功经理，并与跨职能团队合作优化您BoB内的RE。确保客户策略的一致执行，推动采用率、留存率和扩展性。
主要职责
- 负责区域ARR规划和达成。对齐能力、资源和账户计划与目标；进行定期审查并提前干预以保护增长和留存。
- 标准化EBR叙述、价值证明指标和组合KSO，以展示业务影响。
- 建立并执行组合级别的风险预案。主持定期的风险审查，揭示系统性模式，并协调跨职能缓解措施。
- 运行区域客户之声节奏。汇总需求为优先的产品需求，协调测试或灯塔项目，并与客户和产品团队闭合反馈循环。
- 审查各账户的标准。确保可重复、安全的表现模式，加快价值实现时间。
- 制定团队的赋能议程。建立专业基准，与产品团队深入探讨，并确保战略协作的专家覆盖。
- 实施安全最佳实践，并在组合中标准化网络设计审查，推动可扩展、弹性的架构采用。
- 扩展垂直框架并定制策略以满足监管或行业需求（OT、医疗保健、P）
查看英文原文
#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### 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](https://careers.servicenow.com/life-at-servicenow#workpersonas). 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.
**Equal Opportunity Employer**
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**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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