Dir, Customer Success Mgmt

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 AI-enhanced technology to over 8 100 customers including 85 of the Fortune 500 Our intelligent cloud-based 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 You will be part of the Customer Excellence Group Our purpose is to accelerate platform adoption and improve customer results We do this through a portfolio of services delivered by outstanding consultants using our ecosystem of partners our leading practices methodologies and tools based on our experiences from 1000 s of customer engagements What you get to do in this role The role of Director Customer Success Mgmt is to act as an advocate for our customers Through prescriptive guidance you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased You will oversee your team s engagement with customers in their portfolio Work with leadership to establish goals Identify new projects to undertake to guide goals Coach your team members to help them grow their careers Lead your team to improve technical health deployment and adoption activities for their portfolio Ensure customer needs are met by confirming alerts are addressed and roadblocks are removed Manage the portfolio of accounts hitting your goals and driving overall customer success Assign out activities to other team members to achieve outcomes and address customer needs Improve development of new Success Plays Work with customers to create new use case success stories Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses Reduce number of escalated customers Improve best practice development and guide junior team members Qualifications To be successful in this role you have Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AI s potential impact on the function or industry 12 years of related work experience OR equivalent work experience 2 years experience leading a team or other managers Ability to be creative comfortable running projects independently Seen as an expert in the marketplace e g public speaking blogs etc Ability to solve complex issues through analysis and resolution Experience leading high functioning teams Completed appropriate ServiceNow and other appropriate industry or functional certifications e g Customer Success FD21 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 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 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 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 From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license