Manager, Strategic Customer Success - Moveworks

ServiceNow•Santa Clara, CA

About The Position

As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks the AI Employee Front Door for every customer in your portfolio. You will influence the strategic direction for your team's customer engagements, coach CSMs to be trusted AI advisors, and own retention outcomes across a growing book of enterprise business. This is a role for a leader who understands how to guide and bring high-value customer outcomes to life — and how to build the team to do it at scale.

Requirements

7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS - with meaningful time spent at the enterprise or strategic tier
2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach
Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them, but personally sat in the room, defended renewals, and navigated the complexity that comes with that level of relationship
Proven experience managing through a genuine customer crisis: an exec sponsor departure, a failed implementation, a competitive threat on a high-value renewal - and can speak specifically to how you handled it and what the outcome was
Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor that customers call proactively - not reactively
Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority
Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes
A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you.

Responsibilities

Lead and develop your team
Lead, mentor, and grow a focused team of Strategic CSMs - setting a high-performance bar from day one, running disciplined 1:1s, and building a culture of trust, accountability, and urgency
Have hard performance conversations early and often; don't let issues linger - your team and your customers can't afford it
Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision
Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift
Own retention and growth outcomes
Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio
Establish rigorous portfolio risk management - leveraging health signals, usage data, and relationship intelligence to surface and act on at-risk accounts before they become problems
Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership
Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you
Drive strategic value and C-level partnerships
Build and protect executive relationships at your customers with intensity - these accounts operate at C-suite and VP levels and require sustained, deliberate relationship investment
Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps
Position yourself and your team as the definitive AI adoption partners for your portfolio - customers should see Moveworks as indispensable
Maintain field presence; show up, be visible, and bring your team with you
Build process and scale what works
Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes - and hold the team accountable to them
Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption
Partner with Sales, Product, and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities
Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio