Manager, Success Centre at ServiceNow

Orlando, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

0.0

Posted On

02 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Team Leadership, AI Integration, Digital Transformation, Consulting, Software Adoption, Relationship Management, Quality Assurance, Business Planning, Data-Driven Decision Making, Communication Skills, Coaching, Mentoring, Product Knowledge, Continuous Improvement

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 The Manager of Success Centre will lead a team of early in career Customer Success Guides (CSG) responsible for delivering Success at Scale for all Digital, Commercial and Mid-Market Customers, making every customer committed to ServiceNow for life. The role is based at our Orlando location and is critical to ensuring the success and growth of our customers through their journey with us. The Success Centre team will use in-person and technology interventions to deliver a consistent service and one face to customers. The ideal candidate will be responsible for coaching and developing their team while driving successful customer outcomes, leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account. Key Responsibilities: Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership Execute the strategy and alignment of customer success for all customers managed by the Centre, delivering value for all customers on their journey Adoption and use of digital and AI based technologies is critical to the scaling, impact and cost effectiveness of the business Lead business planning for respective CS vertical / sub-vertical aligned with the company’s overall strategic direction Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts Manage and grow a team of Customer Success Guides, responsible for inspiring, growing, guiding, and mentoring your team Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners Partner with Customer Success to ensure that our product is understood and positioned well by the Customer Success Guides Drive continuous improvement by working actively with cross functional teams to innovate and find ways for the Guides to increase productivity 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 Minimum 5 years in leadership roles at a high performing consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector (Digital/SaaS/Enterprise Software) Demonstrated success leading and growing a team of individual contributors Familiar with one or more ServiceNow product suites Understanding of issues and imperatives driving digital transformation across ServiceNow Client Including digital transformation design, implementation, and management IT, HR, and GBS Transformation experience is a plus Strong executive relationships with C-Level executive leaders Experience developing account partnering (co-delivery) relationships with large consultancies and technology implementation firms, Big 4, GSIs Preferred: Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs) Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients Fanatical about customer success and tenacious at driving long-term customer value and software adoption Highly data-driven with commitment to drive business outcome and value realization across the portfolio Excellent verbal and written communication skills, including the ability to chair sessions and host webinars 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

The Manager of Success Centre will lead a team of Customer Success Guides to ensure customer success and growth. This role involves developing executive relationships and executing customer success strategies to deliver value throughout the customer journey.