Manager, Customer Success Management

As a Manager, Customer Success Management at ServiceNow, you will lead a dedicated team of Customer Success Managers who work directly with our clients to drive their success with our platform. Your responsibilities will include overseeing team engagement with customers, guiding your team to improve technical health, managing a portfolio of accounts, and coaching team members to help them excel in their roles. You will also be tasked with ensuring that customers achieve their goals and maximize the value from their ServiceNow investments.

To excel as a Manager, Customer Success Management at ServiceNow, you need a minimum of 5 years of related work experience in managing teams with a proven track record of success. You'll also benefit from having strong analytical skills to solve complex customer issues and a data-driven approach to optimize business outcomes. Relevant certifications, such as in Customer Success or ServiceNow, are desirable, and we encourage diverse applicants with unique backgrounds to apply regardless of whether they meet all qualifications.

ServiceNow ensures customer success through a robust process led by the Manager, Customer Success Management, who oversees a team aimed at facilitating platform adoption. By providing prescriptive guidance and leveraging a rich ecosystem of partners, methodologies, and best practices, the manager will help their team improve customer engagement, address roadblocks swiftly, and actively promote customer education and understanding of ServiceNow products to enhance the overall success of client interactions.

At ServiceNow, the work environment is built around flexibility and trust, accommodating various work styles and preferences. This is particularly important for the Manager, Customer Success Management role, where you will have the opportunity to work both collaboratively with your team in the office and remotely. We also embrace the concept of work personas, allowing employees to thrive in a setup that works best for them while maintaining productivity and team cohesion.

A career as a Manager, Customer Success Management at ServiceNow opens up numerous growth opportunities. As you lead your team to drive customer success, you'll also develop invaluable leadership skills that can propel you into senior management roles. The inclusive culture at ServiceNow values ongoing professional development, and there are extensive resources, training programs, and mentorship opportunities available to support your growth and career aspirations.

When discussing your leadership style, focus on collaboration and empowerment. Highlight how you foster a supportive environment where team members feel valued and encouraged to share ideas. Provide examples of how you've successfully guided your team in previous roles, such as coaching them to resolve customer issues and promoting their professional development.

In handling challenging customer situations, it's important to stay calm and collected. Talk about your approach to identifying the root cause of issues, keeping open communication with customers, and using data to drive decision-making. Share a specific example where you turned a challenging situation into a positive outcome through your leadership.

To drive customer engagement, emphasize the importance of regular check-ins, soliciting customer feedback, and offering tailored solutions that align with client goals. Discuss how you would leverage data insights to inform your strategies and ensure your team is aligned with customer priorities, ultimately leading to improved satisfaction and success.

Share your methods for keeping team morale high, such as recognizing achievements, providing opportunities for skill development, and setting clear, attainable goals. Talk about how fostering a positive team culture and creating a collaborative atmosphere can enhance motivation and performance among your team members.

Prepare an example that illustrates your project management skills within Customer Success Management. Discuss the project's objectives, your role in guiding your team, and the tangible results achieved, such as increased customer satisfaction or improved product adoption rates. This showcases your ability to drive success through strategic planning and collaboration.

Discuss the key performance indicators (KPIs) that are crucial in measuring customer success, such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), product adoption rates, and customer retention rates. Explain how you would use these metrics to identify areas of improvement for both your team and your customers.

When communicating with executive leadership, emphasize clarity, transparency, and a focus on results. Explain how you would provide regular updates on customer outcomes, highlight success stories, and address any challenges along with proposed solutions. This not only manages expectations but also reinforces the value that Customer Success Management brings to the organization.

Discuss how data is integral to your decision-making process, particularly in identifying trends, analyzing customer feedback, and informing strategies for improvement. Share examples of how you've successfully used data to drive decisions and achieve positive results in previous roles, thereby demonstrating your analytical mindset.

Emphasize your commitment to continuous learning through industry publications, webinars, networking with professionals, and participating in relevant associations. Share specific examples of how staying informed has influenced your strategies and decision-making in past roles, showcasing your proactive approach to growth.

Talk about empathy and communication as critical qualities for a Manager in Customer Success Management. Demonstrate how understanding the customer perspective and fostering open lines of communication leads to long-term relationships and success. Provide concrete examples of how these qualities have driven results in your previous roles.