Manager, Customer Success

Manager, Customer Success

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.

Job Description

The Customer Success Team Manager is responsible for guiding and empowering a team of Customer Success Managers (CSMs) to deliver exceptional value to clients, ensuring production adoption, customer satisfaction, retention, and growth. This role involves overseeing the day-to-day operations of the CSM team, setting strategic goals, and implementing best practices to optimize customer engagement.

What you get to do in this role :

• Lead, inspire, and develop a high-performing team of CSMs, fostering a culture of excellence, collaboration, and continuous improvement.
• Oversee the CSMs as they build and maintain strong relationships with customers, ensuring customer needs are met and expectations are exceeded.
• Serve as an escalation point of contact for complex customer related matters
• Track and analyse key performance indicators (KPIs) related to customer satisfaction, retention rates, and overall team productivity. Provide regular feedback and coaching to team members to drive improvement.
• Continuously evaluate and refine customer success processes to improve efficiency, scalability, and effectiveness, ensuring the team meet the evolving needs of our customers.
• Act as an advocate within the organization, ensuring customer feedback is shared with the appropriate stakeholders.
• Work closely with Sales, Product teams, Marketing, and other departments to ensure alignment and collaboration on customer success initiatives, contributing to the overall growth and success of the company
• Utilize data and analytics to identify trends, opportunities, and areas of improvement, driving decisions that enhance customer outcomes and team performance

Qualifications