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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 resources to achieve outcomes.
**Executive Engagement**: Build trusted advisor relationships with CIOs, CISOs, and senior stakeholders. Deliver Executive Business Reviews grounded in measurable business outcomes and align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.
**Value Realization**: Build and govern multi-year Success Plans for every strategic account. Translate product capabilities into quantified business impact and 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 strategies.
**Risk Management & Account Health Leadership**: Bring rigor to evaluating account health, proactively identify erosion signals, mobilize cross-functional teams before issues escalate, and maintain high forecast accuracy.
**Cross-Functional Partnership**: Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers. 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.
Veza's Access Graph platform maps organizations' entire identity ecosystems across users, groups, roles, policies, permissions, and resources, providing deep visibility and control over human, non-human, and agentic identities. The platform 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; comfort operating in ambiguous, high-stakes environments; track record of proactively identifying risk and driving resolution.
Identity/Security Domain Experience Required: Experience supporting identity, security, governance, or other mission-critical enterprise platforms is mandatory. 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, or Security transformation efforts.
