Manager, Strategic Customer Success

About This Role

ServiceNow is seeking a Strategic Customer Success Manager to join the Moveworks team in a remote capacity. This is an exceptional opportunity to lead customer success initiatives and drive strategic partnerships with enterprise clients. As a Manager of Strategic Customer Success, you will be responsible for building and maintaining relationships with key customers, ensuring their success with the platform, and identifying upsell and expansion opportunities that align with their business objectives.

In this role, you will work closely with cross-functional teams including product, engineering, sales, and support to deliver exceptional customer outcomes. You'll serve as the primary point of contact for strategic accounts, understanding their unique business challenges and translating them into product roadmap priorities and feature implementations.

Key Responsibilities

• Account Management: Develop and execute strategic customer success plans for assigned enterprise accounts, ensuring adoption, retention, and expansion of the Moveworks platform within ServiceNow's ecosystem.
• Relationship Leadership: Build and maintain executive-level relationships with C-suite and key decision-makers at strategic customer accounts, demonstrating deep understanding of their business models and success metrics.
• Customer Health & Advocacy: Proactively monitor customer health metrics, identify risks to retention, and implement intervention strategies. Transform satisfied customers into advocates and references.
• Expansion Strategy: Identify and execute upsell and cross-sell opportunities that genuinely add value to customers. Collaborate with sales teams to maximize customer lifetime value while maintaining ethical, customer-centric practices.
• Cross-Functional Collaboration: Act as the customer voice internally, working with product, engineering, and support teams to escalate issues, gather feature requests, and influence product direction based on customer needs.
• Onboarding & Enablement: Lead comprehensive onboarding and training programs to ensure customers can effectively leverage the full capabilities of Moveworks, reducing time-to-value and improving adoption rates.
• Performance Metrics: Track and report on key success metrics including net retention rate, customer satisfaction scores (CSAT/NPS), product adoption rates, and account growth, using data-driven insights to inform strategy.
• Industry Expertise: Stay current with enterprise service management trends, competitive landscapes, and customer industry developments to provide strategic counsel and thought leadership.

Required Qualifications

• 5+ years of experience in customer success, account management, or related roles managing enterprise accounts
• Proven track record of achieving and exceeding customer retention, expansion, and satisfaction targets
• Experience managing strategic, high-touch customer relationships and navigating complex organizational structures
• Strong understanding of SaaS business models, customer metrics (CAC, LTV, NRR), and expansion revenue strategies
• Excellent communication and presentation skills, with ability to articulate complex ideas to diverse audiences
• Experience with CRM platforms (Salesforce preferred) and customer success tools
• Ability to thrive in a fast-paced, dynamic environment with changing priorities
• Self-motivated and proactive mindset with strong problem-solving capabilities

Preferred Qualifications

• Experience with ServiceNow, enterprise IT service management (ITSM), or intelligent automation platforms
• Background in AI, automation, or workflow optimization technologies
• Experience managing customers in the technology or software vertical
• Knowledge of enterprise buying cycles and procurement processes
• Previous experience in a high-growth SaaS company

What We Offer

• Remote Work: Work from anywhere in the world with a fully distributed team structure
• Growth Opportunity: Join a category-leading AI automation company backed by top-tier investors
• Collaborative Culture: Work with talented colleagues across product, engineering, and leadership teams
• Impact-Driven Role: Directly influence product direction and help enterprise customers transform their operations
• Competitive Benefits: Access to comprehensive health insurance, professional development, and work-life balance initiatives

About ServiceNow & Moveworks

ServiceNow is a leading enterprise cloud platform that transforms how companies work. Moveworks, a ServiceNow company, is an AI-powered employee service automation platform that understands and resolves employee requests instantly. Our platform handles routine IT, HR, and finance requests, freeing up service teams to focus on more strategic work. We serve hundreds of enterprises globally, including customers in the Fortune 500.

This position offers the unique opportunity to work at the intersection of enterprise software and AI automation, helping some of the world's largest organizations streamline their operations and improve employee experiences.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.