Manager - Customer Success Guides

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work.
Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500.
Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
But this is just the beginning of our journey.
Join us as we pursue our purpose to make the world work better for everyone.
As a Customer Success Guide Manager, you will be part of the Customer Excellence Group, responsible for driving customer success, growth, and adoption within the EMEA region.
Operating out of the Regional Success Centre in Dublin, Ireland you will manage a team who serve as the trusted point of contact for customers, helping them achieve their business goals while ensuring they get the most out of our products and services.
Key Responsibilities:
Lead your team to onboard new customers, and improve technical health and adoption for a portfolio of customers
Hiring, coaching and mentoring team members to help them grow their skills and careers
Execute the Success Centre strategy, delivering value for all customers on their journey
Drive new initiatives in the Success Centres as part of the overall Customer Excellence Group strategy
Understand how digital and AI based technologies are critical to the scaling, impact and cost effectiveness of the business
Manage & oversee the operational aspects of the team to deliver high quality engagements, efficiently with maximum reach and productivity
Develop executive relationships across the ServiceNow business to drive alignment and ensure a consistent customer experience
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
Demonstrated success leading and growing a team of individual contributors
Excellent verbal and written communication skills, including the ability to chair meetings and host webinars
Ideally 2+ years in a leadership role at a high performing consulting/software company or equivalent, focused on technology enabled transformations
Business, Technology, Computer Science or AI related degree preferred
Passion for SaaS, with an understanding of enterprise solution selling and customer engagement in a technical environment and navigating complex organizational structures
Strong emotional intelligence, organizational skills, with a demonstrated ability to prioritize and manage competing tasks
Program management experience, passion for customer success and improving productivity through innovative technology solutions
We approach our distributed world of work with flexibility and trust.
Work Personas
are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
ServiceNow is an
Equal Opportunity Employer
.
All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
We strive to create an accessible and inclusive experience for all candidates.
If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance.
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