SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 180,200 - 315,400 / annual
ServiceNow seeks a Director of Customer Success for US Manufacturing to lead a critical post-sales leadership role within the Customer Excellence Group (CEG). This is a general manager position responsible for driving customer outcomes, retention, and expansion across a defined portfolio of US Manufacturing accounts, reporting to the Senior Director / General Manager of US Manufacturing.
You will own approximately half of the manufacturing book of business (~$400M+ ACV), operating as a general manager accountable for portfolio health, revenue growth, AI adoption, and go-to-market execution. This is not a maintenance role—you will drive demonstrable year-over-year growth through active management of a large book of business, sharp GTM definition, and disciplined cross-functional engagement.
Key Responsibilities:
- Run the business as a general manager: own full health and commercial performance of your manufacturing portfolio, driving GRR, NRR, and renewal performance through proactive risk management, downsell reduction, and expansion motions.
- 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.
- Lead a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) using servant leadership principles—remove obstacles, invest in development, create psychological safety, and hold high standards with empathy and accountability.
- Engage at the executive level as a trusted advisor to manufacturing CIOs and board-level executives; co-develop digital transformation strategies positioning ServiceNow as the strategic platform partner.
- Deliver compelling executive presentations—internally and to customers—that articulate value through data-driven narratives.
- Own AI Consumption as a strategic KPI within your portfolio; design and execute adoption journeys that convert license entitlements into measurable business outcomes.
- Synthesize industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization.
- Define and manage operational KPIs cascaded to all team members; deliver regular reporting on customer health, adoption trends, downsell risk, and advocacy pipeline.
You will serve as a trusted advisor to manufacturing CIOs and board-level executives, and partner closely with peer CEG functions, Sales, Delivery, and Product to ensure customers realize the full value of their ServiceNow investment.
REQUIREMENTS:
- 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, not just customer health scores. Proven track record of delivering strong YoY growth through active management.
- 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; 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 to co-develop digital transformation strategies.
- Exceptional ability to build and deliver executive-level presentations that articulate a clear, compelling story through data.
- A visible point of view on post-sales excellence, customer success, digital transformation, or the manufacturing industry (speaking engagements, published perspectives, industry community involvement, or track record of shaping organizational thinking).
- Leadership philosophy rooted in developing others; 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.
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 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.
- 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.
