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ServiceNow seeks a Director of Customer Success for US Manufacturing to lead post-sales strategy and execution across a $400M+ portfolio of manufacturing accounts. Reporting to the Senior Director/General Manager of US Manufacturing, you will operate as a general manager accountable for portfolio health, revenue growth, AI adoption, and go-to-market execution.
Key Responsibilities:
You will own the full commercial performance of your manufacturing portfolio, driving GRR, NRR, and renewal performance through proactive risk management and expansion motions. You are expected to deliver strong year-over-year growth—not just protect the base but actively grow it through strategic GTM planning and disciplined execution.
You will define and execute go-to-market strategy for your half of the manufacturing business, including coverage models, account prioritization, services attach, and AI consumption motions. Partner with Sales leadership on account strategy, pipeline development, and renewal forecasting with precision and commercial rigor.
You will build, develop, and inspire a high-performing team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) grounded in servant leadership. Remove obstacles, invest in team development, create psychological safety, and hold the team to high standards with empathy and accountability.
You will build and maintain trusted relationships with C-suite and board-level stakeholders at key manufacturing accounts. Co-develop digital transformation strategies, positioning ServiceNow as the strategic platform partner for modernization and AI agendas. Your executive presence and credibility at this level must be a proven strength.
You will deliver compelling executive presentations—both internally and to customers—that articulate the value of ServiceNow's offerings through data-driven narratives. You are equally effective presenting a portfolio business review to leadership and standing in front of a customer CIO making the case for platform expansion.
You will own AI Consumption as a strategic KPI within your portfolio, designing and executing adoption journeys that convert license entitlements into measurable business outcomes, with a focus on emerging agentic capabilities.
You will synthesize industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization. Stay current on manufacturing industry trends, regulatory environments, and digital transformation priorities.
You will define and manage operational KPIs cascaded to all team members, delivering regular reporting on customer health, adoption trends, downsell risk, and advocacy pipeline. Leverage AI-enabled tools to automate insights and drive proactive outreach at scale.
Qualifications:
- 10–15 years of go-to-market leadership in technology or SaaS organizations, with at least 7–10 years in Customer Success, Customer Operations, or Delivery roles
- Demonstrated experience operating as a general manager with full accountability for a portfolio of $400M+ in ACV, owning the P&L, coverage model, and commercial outcomes
- Proven track record of delivering strong year-over-year growth through active management, not passive stewardship
- History of defining and executing go-to-market strategies that drive measurable results—including account segmentation, coverage optimization, services attach, and expansion pipeline development
- Exceptional commercial instincts and business acumen; think in portfolio economics and understand the interplay between adoption, consumption, and revenue
- Proven ability to engage at the C-suite and board level with customers and internally; direct experience partnering with CIOs and senior IT executives
- Exceptional ability to build and deliver executive-level presentations that articulate a clear, compelling story through data
- Visible point of view on post-sales excellence, customer success, digital transformation, or the manufacturing industry (speaking engagements, published perspectives, industry community involvement)
- Leadership philosophy rooted in developing others; lead by removing barriers and creating an environment where people do their best work
- Demonstrated experience managing frontline CSM/CSE teams of 10+ people, including hiring, coaching, performance management, and talent development
- Strong track record building productive relationships across Sales, Presales, Delivery, Product, and Enablement in matrixed, fast-paced environments
- Familiarity with manufacturing industry operational workflows, business priorities, and digital transformation trends strongly preferred; experience with adjacent verticals (Energy, Transportation, Services) is a plus
- Experience overseeing technical account health—adoption telemetry, integration health, platform upgrades, and solution expansion
- Background with AI/ML platform products or driving AI adoption programs is a significant differentiator
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- BA/BS or equivalent required; MBA or advanced degree preferred
- Ability to thrive in a high-velocity, high-accountability environment; willingness to travel domestically to strategic customer sites as required
