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, Success Hub, you will lead a team of early in career Customer Success Guides responsible for delivering Success at Scale making every customer committed to ServiceNow for life. The team will be responsible for driving customer success, growth, and adoption within the EMEA region by delivering remote engagements at various points during the customer lifecycle. The ideal candidate will be responsible for coaching and developing a team of Success Guides, driving successful customer outcomes leading to client’s product adoption, renewals, and expansion of ServiceNow offerings within the account.

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 Hub strategy, delivering value for all customers on their journey
• Drive new initiatives in the Success Hubs 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.
• Ideally 5+ years in a leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations
• Demonstrated success leading and growing a team of individual contributors
• Familiar with one or more ServiceNow product suites
• Excellent verbal and written communication skills, including the ability to chair meetings and host webinars

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
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 Hub strategy, delivering value for all customers on their journey
• Drive new initiatives in the Success Hubs 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