Manager, Strategic Customer Success - Moveworks

ServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500. As a Manager of Customer Success at Moveworks, you will lead a team focused on building customer relationships and driving value realization, while influencing strategic customer engagements and retention outcomes across a growing enterprise business portfolio.

Responsibilities:

• Lead and develop your team
• Lead, mentor, and grow a focused team of Strategic CSMs - setting a high-performance bar from day one, running disciplined 1:1s, and building a culture of trust, accountability, and urgency
• Have hard performance conversations early and often; don't let issues linger - your team and your customers can't afford it
• Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision
• Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift
• Own retention and growth outcomes
• Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio
• Establish rigorous portfolio risk management - leveraging health signals, usage data, and relationship intelligence to surface and act on at-risk accounts before they become problems
• Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership
• Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you
• Drive strategic value and C-level partnerships
• Build and protect executive relationships at your customers with intensity - these accounts operate at C-suite and VP levels and require sustained, deliberate relationship investment
• Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps
• Position yourself and your team as the definitive AI adoption partners for your portfolio - customers should see Moveworks as indispensable
• Maintain field presence; show up, be visible, and bring your team with you
• Build process and scale what works
• Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes - and hold the team accountable to them
• Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption
• Partner with Sales, Product, and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities
• Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio

Requirements:

• 7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS - with meaningful time spent at the enterprise or strategic tier
• 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach
• Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them, but personally sat in the room, defended renewals, and navigated the complexity that comes with that level of relationship
• Proven experience managing through a genuine customer crisis: an exec sponsor departure, a failed implementation, a competitive threat on a high-value renewal - and can speak specifically to how you handled it and what the outcome was
• Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor that customers call proactively - not reactively
• Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority
• Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes
• A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you