Director, Customer Success Area Lead at ServiceNow

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

0.0

Posted On

26 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Digital Business Transformations, Sales, Leadership, P&L Management, Cloud Computing, SaaS, Consulting, Relationship Building, Problem Solving, Operational Skills, Communication, Presentation Skills, Analytical Skills, Negotiation Skills, Team Management

Industry

Software Development

Description

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 This role will have responsibility for leading the team that makes every customer in ANZ committed to ServiceNow and have the ability to marshal all customer resources to address any customer satisfaction, adoption, expert services, or renewal challenges within their Area, resulting in clear accountability, consistent service and one face to the customer. This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success. What You Get to Do in This Role: Owns the overall success, renewal and growth for all customers in the Area and drive the adoption of the ServiceNow platform, especially on AI. Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities Create evangelists by listening to customers closely and delighting them with our user experience and service Create growth opportunities with new product features and enhancement information Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales. Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership to ensure cross-functional alignment at scale Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses Customer obsessed mindset in driving value and NPS across all CEG pillars Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Provide Coaching, mentoring and an environment for growth, development and feedback to ensure the right skills and resources are in place for success. Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over a period time. Qualifications To be successful in this role you have: The ideal candidate will have extensive experience leading large-scale digital business transformations, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role. A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale. Solid experience in driving sales and pre-sales conversations as a trusted advisor to the customer. Proven market experience within the customer Area. Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment. Proven experience building and running a business with the right operational skills Proven track record working with Product Management to deliver customer functionality to drive adoption Demonstrated success in building a Services, Customer Engagement or Partner Engagement function A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale Broad-based business and technology professional with 15+ years of experience in a leadership position, leading a large & high-growth organization delivering software based business solutions to large and small enterprises 10+ years of work experience in enterprise software within the nominated Major Area / Market 5+ years in experience in customer success or related role Strong P&L experience within a $15Bn+ enterprise Experience in driving collaborative partnerships across SI’s and Channel partners Knowledge and experience across the ServiceNow landscape, with focus on customer success, services and services sales Background in consulting is a strong plus. Excellent leadership, management, and interpersonal skills; and ability to lead with influence Ability to build an operating model with tools, processes and people to drive a scale model for customer success. Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy Strong understanding of Cloud / SaaS Computing and the business benefits; a former customer or Cloud / SaaS Software executive is desirable. Excellent communication and presentation skills Analytical and negotiation skills, particularly at executive levels Must be open to regional and global travel for closer alignment with regional and global Sales and CEG leaders Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Responsibilities

Lead the team to ensure customer satisfaction and success in the ANZ region, addressing challenges related to customer satisfaction, adoption, and renewals. Drive the adoption of the ServiceNow platform and build strong relationships with customers and partners to enhance business value.