Manager, Customer Success Management - Moveworks

As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks the AI Employee Front Door for every customer in your portfolio. You will influence the strategic direction for your team's customer engagements, coach CSMs to be trusted AI advisors, and own retention outcomes across a growing book of enterprise business. This is a role for a leader who understands how to guide and bring high-value customer outcomes to life - and how to build the team to do it at scale. What you'll do

• Lead and develop your team
+ Lead, mentor, and grow a focused team of Strategic CSMs - setting a high-performance bar from day one, running disciplined 1:1s, and building a culture of trust, accountability, and urgency + Have hard performance conversations early and often; don't let issues linger - your team and your customers can't afford it + Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision + Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift
• Own retention and growth outcomes
+ Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio + Establish rigorous portfolio risk management - leveraging health signals, usage data, and relationship intelligence to surface and act on at-risk accounts before they become problems + Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership + Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you
• Drive strategic value and C-level partnerships
+ Build and protect executive relationships at your customers with intensity - these accounts operate at C-suite and VP levels and require sustained, deliberate relationship investment + Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps + Position yourself and your team as the definitive AI adoption partners for your portfolio - customers should see Moveworks as indispensable + Maintain field presence; show up, be visible, and bring your team with you
• Build process and scale what works
+ Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes - and hold the team accountable to them + Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption + Partner with Sales, Product, and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities + Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio, We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS - with meaningful time spent at the enterprise or strategic tier 2+ years directly managing a team of CSMs; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them, but personally sat in the room, defended renewals, and navigated the complexity that comes with that level of relationship Proven experience managing through a genuine customer crisis: an exec sponsor departure, a failed implementation, a competitive threat on a high-value renewal - and can speak specifically to how you handled it and what the outcome was Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor that customers call proactively - not reactively Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. You move fast, set a high bar, and bring the team with you. How you Operate High agency: you take ownership, remove blockers independently, and find creative solutions when the playbook doesn't have an answer Everything with urgency: you operate with a bias toward speed and make decisions decisively, even when the information is imperfect Resourceful and resilient: you've been through difficult moments with customers or teams and can speak candidly about what you learned about yourself Candid and direct: you set clear expectations, follow up relentlessly, and don't soften feedback to the point of losing the message Comfortable with ambiguity: you can lead a team through uncertainty and change without losing momentum or morale Self-sufficient: you don't need a fully built infrastructure to start delivering; you build it while the engine is running

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