Manager, Customer Success Management

ServiceNow•Atlanta, GA

5d•Remote

About The Position

The Manager, Customer Success leads a team of Customer Success Managers accountable for the outcomes of enterprise customers. This leader owns the health, retention posture, and expansion trajectory of the team's combined portfolio, and develops CSMs into trusted advisors to CISO, CIO, and senior security leadership. Operating with extreme ownership, this manager sets the standard for how the team engages, brings operational rigor to a complex book, and removes obstacles so CSMs can drive measurable customer value. This is a people-leadership role. Accountability for the team's customer outcomes sits here.

Requirements

7 to 10+ years in Customer Success, Technical Account Management, or related customer-facing roles, including 2+ years leading customer-facing teams.
Demonstrated success building and developing high-performing CSM teams.
Proven ownership of renewals, expansion, and retention across a portfolio of complex enterprise accounts.
Strong business and financial acumen, with the ability to connect adoption to ROI.
Executive-level communication and presence, with the ability to influence CISO and CIO stakeholders.
Comfort operating in ambiguous, high-stakes, highly matrixed environments.
Fluency with Customer Success and CRM platforms and a data-driven approach to managing a book.

Nice To Haves

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. Relevant exposure may include: Identity Governance and Administration, Privileged Access Management, Access certifications and User Access Reviews, Governance, Risk, and Compliance or Integrated Risk Management, Security operations and vulnerability response, Compliance initiatives (SOX, ISO, NIST, SOC 2), Zero Trust and security transformation programs.

Responsibilities

Lead, coach, and develop a team of approximately 6 to 8 Customer Success Managers supporting enterprise risk and security customers.
Own the aggregate health, renewal posture, and expansion pipeline across the team's portfolio.
Serve as the senior point of escalation for at-risk accounts and difficult customer conversations.
Engage directly with CISO, CIO, and senior security stakeholders alongside CSMs on strategic and recovery accounts.
Set the cadence, structure, and operating rhythm the team runs on, from account reviews to renewal inspection.
Partner with Sales, Solutions, Professional Services, Support, and Product leadership to align on customer outcomes.
Hire, onboard, and retain a high-performing team of Customer Success Managers.
Coach CSMs toward a consultative, outcome-driven approach and hold a consistent 1:1 and account-review cadence.
Set clear performance expectations, give direct feedback, and manage performance with fairness and rigor.
Build the bench through skill development, stretch assignments, and clear growth paths.
Own the team's renewal posture with no late-stage surprises, inspecting adoption depth, executive engagement, and realized value as leading indicators.
Bring objectivity to account health scoring and surface erosion signals early across the book.
Maintain high forecast accuracy for the team's renewals and expansion.
Mobilize cross-functional resources on red and yellow accounts before issues escalate.
Coach CSMs to build trusted-advisor relationships with security and technology executives.
Ensure every strategic account runs on a governed, multi-year Success Plan tied to measurable business outcomes.
Join Executive Business Reviews on top accounts and raise the quality bar on how value is framed and quantified.
Connect platform capabilities to customer priorities such as security posture, regulatory readiness, and operational resilience.
Act as the accountable leader when accounts destabilize, driving disciplined recovery strategies.
Deliver difficult messages, internally and externally, to protect long-term outcomes.
Partner with Support, Engineering, and Product to resolve systemic issues affecting multiple customers.
Measure team effectiveness through customer health metrics and KPIs, and use the data to direct where the team spends time.
Establish and improve the playbooks, governance, and tooling the team relies on.
Drive adoption of Customer Success and CRM tooling for clean, inspectable data.
Align commercial strategy with Sales leadership to support retention and expansion.
Partner with Solutions and Professional Services leaders on technical strategy and delivery.
Champion the voice of the customer to influence product roadmap and go-to-market decisions.
Foster a one-team approach across the account lifecycle, with shared goals and clear accountability.