Senior Customer Success Manager - Veza

The Senior Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification.

Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction.

We hire builders and owners–not coordinators.

This is a leadership-caliber individual contributor role deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.

Role Scope

Own a portfolio of approximately 8-10 strategic enterprise customers

Operate within a high-touch engagement model where depth of partnership is prioritized over volume

Engage regularly with CIO, CISO, and senior technology leadership

Directly influence renewal outcomes, expansion opportunities, and executive satisfaction

Support customers operating in complex, highly integrated environments

Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation

Core Responsibilities

Extreme Ownership of Customer Outcomes

Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.

Establish clear success criteria and align internal execution accordingly.

Drive customers from deployment to durable operational reliance.

Orchestrate the resources required to achieve customer outcomes.

Treat each customer as a business, balancing advocacy with commercial responsibility.

Executive Engagement

Build trusted advisor relationships with CIO, CISO, and senior stakeholders.

Deliver Executive Business Reviews grounded in measurable business outcomes.

Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.

Guide executive decision-making through insight and credible challenge when necessary.

Value Realization

Build and govern multi-year Success Plans for every strategic account.

Translate product capabilities into quantified business impact.

Ensure customers achieve the outcomes that justified their investment.

Develop referenceable advocates through demonstrated value.

Renewal Predictability

Own renewal posture across the portfolio with no late-stage surprises.

Inspect leading indicators including adoption depth, executive engagement, and realized value.

Communicate risk early with a clear mitigation strategy and path to resolution.

Risk Management & Account Health Leadership

Bring rigor and objectivity to evaluating account health.

Proactively identify erosion signals and mobilize cross-functional teams before issues escalate.

Develop and execute disciplined recovery strategies when required.

Deliver difficult messages when necessary to protect long-term outcomes.

Maintain high forecast accuracy for assigned accounts.

Cross-Functional Partnership

Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.

Align commercial strategy with the Account Executive to support retention and expansion.

Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.

Lead integrated account planning across Sales, Solutions, and Customer Success.

Foster a one-team approach focused on long-term customer value rather than functional handoffs.

While execution is shared, accountability for customer outcomes remains clear.

Internal Execution & Governance

Coordinate Sales, Professional Services, Support, Product, and partner teams

Establish governance frameworks that drive accountability and transparency

Remove obstacles and maintain execution momentum across large programs

Operate effectively within highly matrixed customer organizations

Required Experience

12+ years managing complex enterprise customers within SaaS or platform organizations

Demonstrated ownership of large, multi-threaded accounts with executive visibility

Proven experience driving renewals, expansion, and long-term customer value

Strong business and financial acumen with the ability to connect adoption to ROI

Executive-level communication skills and presence

Comfortable operating in ambiguous, high-stakes environments

Track record of proactively identifying risk and driving resolution

Nice to Have: Identity/Security Domain

Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required.

Relevant exposure may include

Identity Governance & Administration

Privileged Access Management

Access certifications / User Access Reviews

Compliance initiatives (SOX, ISO, NIST, SOC 2)

Zero Trust programs

Security transformation efforts

Work Personas

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Equal Opportunity Employer

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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

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