Manager, Customer Success Management at ServiceNow

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Team Leadership, Technical Health, Deployment Activities, Coaching, Problem Solving, Data-Driven, AI Integration, Portfolio Management, Operational Rigor, Best Practices Development, Customer Engagement, Value Realization, Account Management, Consulting, Methodologies

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 As a Manager of the Customer Success Management team you will be responsible for developing a team of Customer Success Managers (CSMs) You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements. What you get to do in this role: Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio. · Lead your team to improve technical health, deployment and adoption activities for their portfolio · Coach your team members to help them grow their careers · Ensure customer needs are met and roadblocks are removed · Manage the portfolio of accounts, hitting your goals and driving overall customer success · Partner with and assign activities to other team members to achieve outcomes and address customer needs · Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses · Reduce the number of escalated customers · Improve best practice development and guide team members · Lead and drive operational rigour across your team and ensure team members are performing at their best Qualifications To be successful in this role you have: - 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. · 5+ years of related work experience; OR equivalent work experience · Demonstrated success leading and growing a team of individual contributors. · Ability to be creative, comfortable running projects independently · Desire to solve complex issues through analysis and resolution · Highly data-driven with a commitment to drive business outcomes and value realization across the portfolio. · Completed appropriate ServiceNow and other appropriate industry or functional certifications (e.g. Customer Success) 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. Employee Type: Regular Region: EMEA - Europe, Middle East and Africa Work Persona: Flexible

Responsibilities

As a Manager of the Customer Success Management team, you will develop a team of Customer Success Managers to improve customer results and platform adoption. You will oversee customer engagement and ensure that customers maximize the value from their ServiceNow investment.