Sr. Director, Customer Success

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The Customer Success AMS GEO Leader will be responsible for executing the full global Customer Success strategic vision within the GEO.

The person in this role will be responsible for leading the Customer Success Managers, Success Architects and Platform Architect leaders in the AMS GEO to drive customers to achieve their stated business outcomes of their team members. The Success Leader in the GEO will be focused on managing their team of success resources working with the customers to drive technical health, ensure accelerated product adoption, secure the customer success renewals, and expansion of ServiceNow offerings.

An ideal candidate will have achieved a senior level position and have a successful track record as a leader of success professionals. They will have demonstrated their ability as a leader, to become a trusted advisor to key internal Executive stakeholders as well as with C-level client executives at Customers, including the world’s largest enterprises. They will have experience directing resources to developing and executing success processes and programs at scale. The leader will ensure that critical operational KPIs are delivered, including overall NPS of Customer Success covered accounts, adoption of ServiceNow products, and renewal of our Customer Success products.

What you get to do in this role:

• Accountable for delivering results again KPIs (e.g. technical health, product adoption, NPS, CS renewal) for success resources within the GEO
• Responsible for the talent acquisition of Customer Success resources within the GEO
• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
• Responsible for executing the Global Customer Success Strategy and optimizing the delivery of Customer Success KPIs,
• Quality Assurance, and the profitable delivery of the customer engagements to achieve your regional goals
• Owns the post sales customer relationships for Customer Success offering, including resolution of escalations
• Works with services sellers to convert legacy customer success packages to new Customer Success offering
• Successfully transition team and customers from current success motions to future state success with minimal CSAT impact
• Establish and cultivate strong executive relationships with customer leaders ensuring success expectations are met
• Develop relationships with internal leaders, including the Customer Outcomes GEO leaders where alignment on strategy and delivery is a must
• Contribute thought leadership on how Customer Success delivery can be optimized

• Demonstrated success and overall accountability for running high performance organizations meeting or exceeding corporate business objectives
• Experience successfully building and leading high performing Customer Success or Consulting functions
• Minimum 10+ years leading success resources and helping organizations through transformations
• Ability to drive operational rigor and financial metrics with team
• Strong executive relationships with customer business leaders, including the world’s largest enterprises
• Experience working cross-functionally and bringing different functions along the journey
• Experience identifying business objectives and solving business challenges
• Ability to adapt and operate effectively in ambiguous and rapidly changing environments
• Create repeatable delivery mechanisms to execute at scale
• Willingness to roll up sleeves to get critical tasks and hand and remove roadblocks for team members
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Success plans
• Understands the importance of leading by example
• Strong collaborator, communicator and influencer, able to positively work across a global organization

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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