Senior Manager, Customer Success Mid Market - Moveworks

ServiceNow•San Francisco, CA

6d•Remote

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 mid-market business. This is a role for a leader who thrives on empowering others to drive high-value customer outcomes to life and building the team and motion 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 mid-market or commercial 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
A high-agency operator who takes ownership, removes blockers independently, and ven experience of portfolio management to support org-level retention goals and KPIs
A proven track record of successfully evolving a Customer Success Management motion including building new programs and remodeling our customer engagement model to supporting a fast-growing customer base
Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes
Strong analytical skills with the ability to translate data into actionable insights and executive-ready narratives.
Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing.
A strong communicator who can flex up and down — equally effective presenting to VP+ leadership as they are connecting with CSMs and ICs on the ground. Able to coach others on the team to do the same.
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.

Nice To Haves

High agency: you take ownership, remove blockers independently, and find creative solutions when the playbook doesn't have an answer
Everything with urgency: you operate with a bias toward speed and make decisions decisively, even when the information is imperfect
Resourceful and resilient: you've been through difficult moments with customers or teams and can speak candidly about what you learned about yourself
Candid and direct: you set clear expectations, follow up relentlessly, and don't soften feedback to the point of losing the message
Comfortable with ambiguity: you can lead a team through uncertainty and change without losing momentum or morale
Self-sufficient: you don't need a fully built infrastructure to start delivering; you build it while the engine is running

Responsibilities

Lead, mentor, and grow a team of Customer Success Managers — setting expectations and managing a high-performance bar, running regular 1:1s, and building a culture of trust, accountability, curiosity, and customer-centricity
Own team-level GRR & NRR outcomes, with a proactive approach to risk identification and expansion opportunities
Create and execute on a Mid-Market Customer Success vision with the development and evolution of playbooks and frameworks that scale best practices across the team. This includes building the operating rhythm for the team including customer engagement cadences, escalation frameworks, QBR standards, and account review processes while holding the team accountable to them
Coach CSMs to build strong relationships at both the executive and core team level across customer organizations, ensuring Moveworks is embedded at the right levels of stakeholder influence
Guide your team in developing compelling value narratives — helping customers connect their Moveworks investment to measurable business outcomes and enterprise-wide impact
Position yourself and your team as strategic advisors on AI adoption, helping customers understand how to evolve their AI strategy with Moveworks at the center
Establish a rigorous approach to risk management across the portfolio — leveraging health signals, usage data, and relationship intelligence to surface and mitigate at-risk accounts before they become problems
Act as an executive escalation point for complex or at-risk customers, mobilizing cross-functional resources to resolve issues quickly and protect the relationship
Partner with Sales, Product, and Support to advocate for customer needs, surface portfolio-level feedback, and influence roadmap priorities
Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift