Company Description
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
As a Customer Success Guide Manager, you will be part of the Customer Excellence Group, responsible for driving customer success, growth, and adoption within the EMEA region. Operating out of the Regional Success Centre in Dublin, Ireland you will manage a team who serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services. The Customer Success Guide team is primarily office-based and the ideal candidate will be responsible for coaching and developing the team, driving successful customer outcomes leading to client’s product adoption, renewals, and expansion of ServiceNow offerings across a large portfolio of customers.

Key Responsibilities:

• Lead your team to onboard new customers, and improve technical health and adoption for a portfolio of customers
• Hiring, coaching and mentoring team members to help them grow their skills and careers
• Execute the Success Centre strategy, delivering value for all customers on their journey
• Drive new initiatives in the Success Centres as part of the overall Customer Excellence Group strategy
• Understand how digital and AI based technologies are critical to the scaling, impact and cost effectiveness of the business
• Manage & oversee the operational aspects of the team to deliver high quality engagements, efficiently with maximum reach and productivity
• Develop executive relationships across the ServiceNow business to drive alignment and ensure a consistent customer experience

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Demonstrated success leading and growing a team of individual contributors
• Excellent verbal and written communication skills, including the ability to chair meetings and host webinars
• Ideally 2+ years in a leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations
• Business, Technology, Computer Science or AI related degree preferred.
• Passion for SaaS, with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures.
• Strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks.
• Program management experience, passion for customer success and improving productivity through innovative technology solutions.

Additional Information

• Lead your team to onboard new customers, and improve technical health and adoption for a portfolio of customers
• Hiring, coaching and mentoring team members to help them grow their skills and careers
• Execute the Success Centre strategy, delivering value for all customers on their journey
• Drive new initiatives in the Success Centres as part of the overall Customer Excellence Group strategy
• Understand how digital and AI based technologies are critical to the scaling, impact and cost effectiveness of the business
• Manage & oversee the operational aspects of the team to deliver high quality engagements, efficiently with maximum reach and productivity
• Develop executive relationships across the ServiceNow business to drive alignment and ensure a consistent customer experienc