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Veza (now part of ServiceNow) is seeking a Senior Technical 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 in the identity security space.
You will operate with extreme ownership, bringing structure to complex environments and driving measurable results. This role prioritizes depth of partnership over volume, engaging regularly with CIOs, CISOs, and senior technology leaders to influence renewal outcomes, expansion opportunities, and executive satisfaction.
Key Responsibilities:
- Own a mixed portfolio of strategic enterprise and mid-market customers, serving as the accountable leader for health, trajectory, and commercial posture
- Establish clear success criteria and align internal execution accordingly, driving customers from deployment to durable operational reliance
- Build trusted advisor relationships with C-suite and senior stakeholders, delivering Executive Business Reviews grounded in measurable business outcomes
- Build and govern multi-year Success Plans for every strategic account, translating product capabilities into quantified business impact
- Own renewal posture across the portfolio with no late-stage surprises, inspecting leading indicators including adoption depth, executive engagement, and realized value
- Proactively identify erosion signals and mobilize cross-functional teams before issues escalate; develop and execute disciplined recovery strategies
- Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle
- Coordinate Sales, Professional Services, Support, Product, and partner teams; establish governance frameworks that drive accountability and transparency
- Support customers operating in complex, highly integrated environments; identify material risk multiple quarters ahead of renewal cycles
About Veza: Veza is the pioneer in identity security, purpose-built to answer who can and should take what action on what data. The 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. Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the ServiceNow family (acquisition closed March 2026), combining Veza's AI-native Access Graph with ServiceNow's AI Control Tower and agentic workflows.
Requirements:
- 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
- Experience supporting identity, security, governance, or other mission-critical enterprise platforms required; relevant exposure may include Privileged Access Management, Access certifications/User Access Reviews, Compliance initiatives (SOX, ISO, NIST, SOC 2), Zero Trust programs, or Security transformation efforts
