ServiceNow is looking for a Sr. Manager, Management Consulting-Manufacturing to own a portfolio of Customer Success accounts and guide a team dedicated to achieving key client outcomes.
What You'll Do
- Lead and contribute to business planning for your Customer Success vertical or sub-vertical.
- Manage the operational aspects of the CS portfolio to deliver high customer satisfaction and profitability.
- Grow and mentor a team of Customer Success Executives, Platform Architects, and Customer Success Managers.
- Develop strong executive relationships with senior customer leaders, sales leaders, and ecosystem partners.
- Support customer success pre-sales activities in collaboration with our commercial teams.
- Drive a high rate of renewals and upsells within your portfolio.
- Contribute thought leadership to customer success methodology and industry-specific innovation.
What We're Looking For
- 5+ years of experience in customer success, account management, or client services.
- 3+ years in a leadership or people management role.
- A strong track record of improving customer retention, product adoption, and satisfaction.
- Skilled in developing and scaling customer success frameworks like QBRs, success plans, and renewal/upsell motions.
- Ability to translate customer goals into measurable outcomes aligned with product value.
- Comfort with data-driven decision-making using usage data, health scores, and KPIs.
- Proven experience collaborating cross-functionally with sales, product, marketing, and support.
- Ability to build trusted advisor relationships with senior stakeholders.
- Skill in managing complex customer environments with multiple stakeholders.
- Strong executive presence and communication skills.
- Familiarity with cloud platforms like ServiceNow, Salesforce, or AWS.
- Ability to understand technical workflows and communicate value to diverse audiences.
- Experience supporting customers through digital transformation or large-scale implementations.
- Comfort navigating change management and driving adoption in regulated environments.
Nice to Have
- Familiarity with the healthcare and/or life sciences ecosystem.
- Familiarity with regulatory environments like HIPAA, FDA, or GxP and their impact on technology adoption.
Technical Stack
- ServiceNow
- Salesforce
- AWS
Team & Environment
You will lead a team of Customer Success Executives (CSEs), Platform Architects (PAs), and Customer Success Managers (CSMs) within a Customer Success vertical or sub-vertical.
Work Mode
This role operates on a hybrid work model.
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.
