Manager, Customer Success Hub

The Manager of Customer Success Hubs will lead a team of early in career Customer Success Guides (CSG) responsible for delivering Success at Scale for all Digital, Commercial and Mid-Market Customers, making every customer committed to ServiceNow for life. The role is based at Bangalore, India and is critical to ensuring the success and growth of our customers through their journey with us. The Success Hub team will use in-person and technology interventions to deliver a consistent service and one face to customers. The ideal candidate will be responsible for coaching and developing their team while driving successful customer outcomes, leading to client s product adoption, renewals, and expansion of ServiceNow offerings with the account.

Key Responsibilities:

• Lead your team to improve technical health, deployment and adoption activities for their portfolio
• Coach your team members to help them grow their careers
• Ensure customer needs are met, and roadblocks are removed
• Develop senior executive relationships across the portfolio of accounts as well as with ServiceNow sales and partner leadership
• Execute the strategy and alignment of customer success for all customers managed by the Hub, delivering value for all customers on their journey
• Adoption and use of digital and AI based technologies is critical to the scaling, impact and cost effectiveness of the business
• 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 Guides, responsible for inspiring, growing, guiding, and mentoring your team
• Develop strong executive relationships with senior level customer leaders, sales leaders, and ecosystem partners
• Partner with Customer Success to ensure that our product is understood and positioned well by the Customer Success Guides
• Drive continuous improvement by working actively with cross functional teams to innovate and find ways for the Guides to increase productivity.