Job Description
The LATAM Area Lead will be responsible for leading the Customer Excellence Group across Brazil and Mexico. This includes managing and coaching a high-performing team of Customer Success Managers (CSMs), Customer Success Executives (CSEs), and Platform Architects (PAs). This leader will be accountable for driving customer outcomes by improving technical health, accelerating product adoption, ensuring renewals of Customer Success offerings, and enabling expansion across ServiceNow’s portfolio.
This role also includes acting as the Impact Delivery Leader for LATAM, ensuring seamless post-sales execution and contributing to strategic planning and operational excellence across the region. You will drive performance and outcomes against key KPIs: product adoption, technical health, NPS, and Customer Success renewals. You will lead the talent strategy for LATAM: hiring, onboarding, development, performance management, and career growth for CEG team members.
You will be expected to execute the global CEG strategy regionally, tailoring approaches to local market dynamics. You will ensure the profitable delivery of services and customer engagements aligned with regional goals. You will own customer relationships post-sale, including escalation management and resolution. You will also partner with Account Teams and Sales Directors to migrate legacy Customer Success packages to new Impact offerings.
About ServiceNow
ServiceNow is a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®.