Manager, Success Centre

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AIenhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloudbased platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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 MidMarket Customers, making every customer committed to ServiceNow for life. The role is based at our Costa Rica location and is critical to ensuring the success and growth of our customers through their journey with us. The Success Centre team will use inperson and technology interventions to deliver a consistent service and one face to customers. The ideal candidate will be responsible for coaching and developing their team while driving successful customer outcomes, leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.

Key Responsibilities:

• 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
• Adoption and use of digital and AI based technologies is critical to the scaling, impact and cost effectiveness of the business
• Lead business planning for respective CS vertical subvertical aligned with the company’s overall strategic direction
• Manageoversee 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

• Qualifications

  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decisionmaking, or problemsolving. This may include using AIpowered tools, automating workflows, analyzing AIdriven insights, or exploring AI’s potential impact on the function or industry
  • Minimum 5 years in leadership roles at a high performing consultingsoftware company or equivalent, focused on technology enabled transformations in the ProfessionalCustomer Services sector (DigitalSaaSEnterprise Software)
  • 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
  • Including digital transformation design, implementation, and management
  • IT, HR, and GBS Transformation experience is a plus
  • Strong executive relationships with CLevel executive leaders
  • Experience developing account partnering (codelivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs
  • Preferred: Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
  • Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients
  • Fanatical about customer success and tenacious at driving longterm customer value and software adoption
  • Highly datadriven with commitment to drive business outcome and value realization across the portfolio
  • Excellent verbal and written communication skills, including the ability to chair sessions and host webinars

  • 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 thirdparty service.

    Equal Opportunity Employer

    ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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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