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ServiceNow (which acquired identity security pioneer Veza in March 2026) is hiring a Senior Customer Success Manager to own end-to-end success for a portfolio of 10–20 strategic enterprise and mid-market customers in the identity and access governance space.
This is a leadership-caliber individual contributor role focused on deep executive engagement rather than volume. You will serve as the accountable leader for customer health, trajectory, and commercial outcomes, operating with extreme ownership in complex, highly integrated environments.
Key responsibilities include:
• Owning a mixed portfolio of strategic enterprise and mid-market customers, engaging regularly with CIOs, CISOs, and senior technology leadership
• Establishing clear success criteria and driving customers from deployment to durable operational reliance
• Building and governing multi-year Success Plans, translating product capabilities into quantified business impact
• Delivering Executive Business Reviews grounded in measurable outcomes and serving as a trusted advisor on strategic initiatives (security posture, regulatory readiness, operational resilience)
• Owning renewal posture with no late-stage surprises; inspecting leading indicators and communicating risk early with clear mitigation strategies
• Proactively identifying account health erosion signals and mobilizing cross-functional teams before escalation
• Partnering closely with Account Executives and Solution Engineers to align commercial strategy with technical execution
• Coordinating Sales, Professional Services, Support, Product, and partner teams; establishing governance frameworks that drive accountability
• Operating effectively within highly matrixed customer organizations and ambiguous, high-stakes environments
You will balance customer advocacy with commercial responsibility, treating each account as a business and developing referenceable advocates through demonstrated value.
REQUIREMENTS:
• 8+ years managing complex enterprise customers within Identity Access Management (IAM)
• Experience in Identity Governance & Administration (IGA) strongly preferred
• Background in Cybersecurity is a requirement
• Demonstrated ownership of large, multi-threaded accounts with executive visibility
• Proven track record driving renewals, expansion, and long-term customer value
• Strong business and financial acumen; 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
• Relevant exposure to: 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
