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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 volume-based account management.
You will operate with extreme ownership, bringing structure to complex environments and orchestrating internal resources without requiring direction. Your primary accountability centers on customer outcomes: executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification.
Key responsibilities include:
**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, drive customers from deployment to durable operational reliance, and orchestrate required resources. Treat each customer as a business, balancing advocacy with commercial responsibility.
**Executive Engagement**: Build trusted advisor relationships with CIOs, CISOs, 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 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. Deliver difficult messages when necessary to protect long-term outcomes. Maintain high forecast accuracy.
**Cross-Functional Partnership**: Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers. Align commercial strategy to support retention and expansion. Partner on technical strategy to ensure deployments support defined success criteria. Lead integrated account planning across Sales, Solutions, and Customer Success.
**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.
Veza's Access Graph platform maps an organization's entire identity ecosystem across users, groups, roles, policies, permissions, and resources, providing deep visibility and control over human, non-human, and agentic identities across SaaS, cloud, on-prem, and custom applications. With over 30 billion access permissions under management, global enterprises including Blackstone, Expedia, and Wynn Resorts trust Veza for privileged access monitoring, non-human identity security, access entitlement management, and next-generation identity governance.
**Requirements**
Required Experience:
- 8+ years managing complex enterprise customers within Identity Access Management (IAM)
- Experience within Identity Governance & Administration (IGA) strongly preferred
- Background in Cybersecurity is a requirement of the role
- 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
Identity/Security Domain:
Experience supporting identity, security, governance, or other mission-critical enterprise platforms is 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.
