8+ years managing complex enterprise customers within Identity Access Management (IAM)
Experience within Identity Governance & Administration (IGA) is strongly preferred
Background in Cybersecurity is a requirement of the role
Demonstrated ownership of large, multi-threaded accounts with executive visibility
Proven experience driving renewals, expansion, and long-term customer value
Strong business and financial acumen with the ability to connect adoption to ROI
Executive-level communication skills and presence
Comfortable operating in ambiguous, high-stakes environments
Track record of proactively identifying risk and driving resolution
Full description
The Senior Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification.
Operating with extreme ownership, this role brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction.
We hire builders and owners–not coordinators.
This is a leadership-caliber individual contributor role, deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.
Role Scope
Own a mixed portfolio of approximately 10-20 strategic enterprise and mid-market customers
Operate within a high-touch engagement model where depth of partnership is prioritized over volume
Engage regularly with CIO, CISO, and senior technology leadership
Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
Support customers operating in complex, highly integrated environments
Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation
Core ResponsibilitiesExtreme Ownership of Customer Outcomes
Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.
Establish clear success criteria and align internal execution accordingly.
Drive customers from deployment to durable operational reliance.
Orchestrate the resources required to achieve customer outcomes.
Treat each customer as a business, balancing advocacy with commercial responsibility.
Executive Engagement
Build trusted advisor relationships with CIO, CISO, and senior stakeholders.
Deliver Executive Business Reviews grounded in measurable business outcomes.
Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
Guide executive decision-making through insight and credible challenge when necessary.
Value Realization
Build and govern multi-year Success Plans for every strategic account.
Translate product capabilities into quantified business impact.
Ensure customers achieve the outcomes that justified their investment.
Develop referenceable advocates through demonstrated value.
Renewal Predictability
Own renewal posture across the portfolio with no late-stage surprises.
Inspect leading indicators including adoption depth, executive engagement, and realized value.
Communicate risk early with a clear mitigation strategy and path to resolution.
Risk Management & Account Health Leadership
Bring rigor and objectivity to evaluating account health.
Proactively identify erosion signals and mobilize cross-functional teams before issues escalate.
Develop and execute disciplined recovery strategies when required.
Deliver difficult messages when necessary to protect long-term outcomes.
Maintain high forecast accuracy for assigned accounts.
Cross-Functional Partnership
Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.
Align commercial strategy with the Account Executive to support retention and expansion.
Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.
Lead integrated account planning across Sales, Solutions, and Customer Success.
Foster a one-team approach focused on long-term customer value rather than functional handoffs.
While execution is shared, accountability for customer outcomes remains clear.
Internal Execution & Governance
Coordinate Sales, Professional Services, Support, Product, and partner teams
Establish governance frameworks that drive accountability and transparency
Remove obstacles and maintain execution momentum across large programs
Operate effectively within highly matrixed customer organizations
Required Experience
8+ years managing complex enterprise customers within Identity Access Management (IAM)
Experience within Identity Governance & Administration (IGA) is strongly preferred
Background in Cybersecurity is a requirement of the role
Demonstrated ownership of large, multi-threaded accounts with executive visibility
Proven experience driving renewals, expansion, and long-term customer value
Strong business and financial acumen with the ability to connect adoption to ROI
Executive-level communication skills and presence
Comfortable operating in ambiguous, high-stakes environments
Track record of proactively identifying risk and driving resolution
Identity/Security Domain
Experience supporting identity, security, governance, or other mission-critical enterprise platforms is required.
Relevant exposure may include:
Identity Governance & Administration
Privileged Access Management
Access certifications / User Access Reviews
Compliance initiatives (SOX, ISO, NIST, SOC 2)
Zero Trust programs
Security transformation efforts
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 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 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.