The Manager, Enterprise Customer Success will lead a high-performing team of Enterprise Customer Success Managers (CSMs). This team ensures the success, satisfaction, and retention of enterprise customers across the U.S. and globally. You’ll oversee the development and execution of customer success strategies that drive adoption, retention and expansion. You'll coach and retain top talent, collaborate cross-functionally, and play a key part in shaping the future of Enterprise Customer Success.
You will be the strategic architect of educational experiences for over 200,000 SME users, ensuring every user gets the right learning experience at the right moment to achieve full autonomy with Pennylane. You will own the strategic vision and execution of self-serve educational experiences for our SME cohort, designing learning ecosystems, analyzing user behavior at scale, and coordinating cross-functional initiatives that drive business impact.
Lead a high-performing team of Customer Success Managers supporting enterprise, federal, and MSSP customers. Serve as a coach, strategist, and operator, driving team performance and influencing customer outcomes. Ensure customers realize value from NodeZero, champion their success, and help define world-class customer success at Horizon3.
This role is responsible for leading the Customer Excellence Group across Brazil and Mexico, managing a team of Customer Success Managers, Customer Success Executives, and Platform Architects. You will drive customer outcomes by improving technical health, accelerating product adoption, ensuring renewals, and enabling expansion across ServiceNow’s portfolio. You will be accountable for post-sales execution and contributing to strategic planning across the region.
This role involves building, leading, and scaling the global renewals function, driving retention, minimizing churn, uncovering growth opportunities, and optimizing recurring revenue. The Sr. Manager of Renewals will work cross-functionally with Customer Success, Finance, and Operations to define and execute scalable renewal strategies. The role demands a data-driven, customer-focused leader with deep knowledge of SaaS.
Lead and scale the entire post-sale customer journey—from onboarding through renewal, ensuring customers are set up for success, supported when needed, and consistently achieving value on our platform. You'll lead teams in Onboarding, Support, Customer Success, and Ongoing Services. Primary responsibilities include customer experience strategy, revenue & operational responsibility, and process, data, and systems optimization.