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Veza, now part of ServiceNow following its March 2026 acquisition, is seeking a Senior Customer Success Manager to own the end-to-end success of a defined portfolio of 10-20 strategic enterprise and mid-market customers. This is a leadership-caliber individual contributor role focused on deep executive engagement and measurable customer outcomes rather than high-volume account management.
You will operate with extreme ownership, bringing structure to complex environments and orchestrating internal resources to drive customer success. The role emphasizes building trusted advisor relationships with C-level executives (CIO, CISO, senior technology leaders) and delivering measurable business value through platform adoption, renewal readiness, and expansion identification.
Key responsibilities include:
- Serving as the accountable leader for customer health, trajectory, and commercial outcomes
- Establishing clear success criteria and aligning internal execution accordingly
- Building and governing multi-year Success Plans that translate product capabilities into quantified business impact
- Delivering Executive Business Reviews grounded in measurable outcomes
- Owning renewal posture with no late-stage surprises, identifying risk multiple quarters ahead
- Proactively identifying erosion signals and mobilizing cross-functional teams before issues escalate
- Partnering closely with Account Executives and Solution Engineers across the customer lifecycle
- Coordinating Sales, Professional Services, Support, Product, and partner teams
- Operating effectively within highly matrixed customer organizations supporting complex, highly integrated environments
Veza's Access Graph platform maps organizations' entire identity ecosystems across users, groups, roles, policies, permissions, and resources, providing visibility and control over human, non-human, and agentic identities. The company manages over 30 billion access permissions for global enterprises including Blackstone, Expedia, and Wynn Resorts.
Requirements:
- 8+ 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 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:
- Experience supporting identity, security, governance, or other mission-critical enterprise platforms
- Familiarity with Identity Governance & Administration, Privileged Access Management, access certifications, compliance initiatives (SOX, ISO, NIST, SOC 2), Zero Trust programs, or security transformation efforts
