Director, Customer Success

3 weeks ago


Addison Texas, United States ServiceNow Full time
Job Description

The Customer Success Director will be responsible for developing and maintaining a portfolio of Customer Success (CS) accounts and developing Customer Success Squads (Success Architects, Platform Architects & Customer Success Managers) across industry segments through the Impact product portfolio. The Director will develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership. The overriding objective for the Customer Success Squads will be to drive Customer Outcomes at these US Public Sector managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account. 

Lead/contribute to strategic business planning for the Federal Healthcare and Finance alignment with the company’s overall strategic direction 

Manage/oversee the operational aspects of the CS portfolio delivering high customer satisfaction metrics, Quality Assurance, and profitability for the portfolio of accounts 

Manage and grow a team of Customer Success specialists, responsible for inspiring, growing, guiding, and mentoring your team (20 current team members and growing)

Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners 

Support customer success pre-sales activities in collaboration with our commercial teams 

Drive a high rate of CS renewals and upsells within the portfolio of accounts 

Contribute thought leadership to customer success methodology and innovation with emphasis on industry specific needs



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