Director Customer Success- US Manufacturing

The Director Customer Success US Manufacturing is a critical post-sales leadership role within the Customer Excellence Group (CEG) responsible for driving customer outcomes retention and expansion across a defined portfolio of US Manufacturing accounts. Reporting to the Senior Director / General Manager of US Manufacturing this leader will own approximately half of the manufacturing book of business operating as a general manager accountable for portfolio health revenue growth AI adoption and go-to-market execution.

This is not a maintenance role. We are looking for a commercially minded operator who has driven demonstrable YoY growth through active management of a large book of business sharp GTM definition and disciplined cross-functional engagement. You will lead a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs) serve as a trusted advisor to manufacturing CIOs and board-level executives and partner closely with peer CEG functions Sales Delivery and Product to ensure customers realize the full value of their ServiceNow investment and see us as a long-term digital transformation partner.

What You Get to Do in This Role:

Run the Business as a General Manager: Own the full health and commercial performance of your manufacturing portfolio. Drive GRR NRR and renewal performance through proactive risk management downsell reduction and expansion motions. You will be expected to deliver strong YoY growth not just protect the base but actively grow it through strategic GTM planning and disciplined execution.

Define and Drive Go-to-Market Execution: Shape and execute the GTM strategy for your half of the manufacturing business including coverage models account prioritization services attach and AI consumption motions. Partner with Sales leadership

to align on account strategy pipeline development and renewal forecasting with precision and commercial rigor.

Lead as a Servant Leader: Build develop and inspire a high-performing team of CSMs and CSEs grounded in a servant leadership philosophy. Put your people first remove obstacles invest in their development create psychological safety and hold the team to high standards with empathy and accountability. Foster a culture where coaching knowledge sharing and continuous improvement are the norm.

Engage at the Executive Level and Be a Strategic Advisor: Build and maintain trusted relationships with C-suite executive and other board-level stakeholders at key manufacturing -develop digital transformation strategies in IT with customer executives positioning ServiceNow as the strategic platform partner for their modernization and AI agendas. Your executive presence and credibility at this level must be a proven strength not an aspiration.

Tell the Story Through Data: Deliver compelling executive presentations both internally and to customers that articulate the value of ServiceNows service offerings through data-driven narratives. You are equally effective presenting a portfolio business review to your leadership team and standing in front of a customer CIO making the case for platform expansion. Strong presentation skills and the ability to build a persuasive story from complex data are essential.

Drive AI Consumption and Platform Adoption: Own AI Consumption as a strategic KPI within your portfolio. Design and execute adoption journeys that convert license entitlements into measurable business outcomes with a focus on emerging agentic capabilities.

Champion the Voice of the Customer: Synthesize industry-specific feedback feature requests and adoption blockers into structured input for Product Engineering and roadmap prioritization. Stay current on manufacturing industry trends regulatory environments and digital transformation priorities shaping your accounts.

Operationalize CEG Performance: Define and manage operational KPIs cascaded to all team members. Deliver regular reporting on customer health adoption trends downsell risk and advocacy pipeline. Leverage AI-enabled tools and platforms to automate insights and drive proactive outreach at scale

Qualifications :

The ideal candidate is a commercially sharp general manager who has owned a large book of business ($400M) driven measurable growth and built the GTM motions to sustain it. You combine deep post-sales expertise with the executive presence to stand shoulder-to-shoulder with manufacturing CIOs and the servant leadership instincts to build a team that performs at the highest level. You are a recognized thought leader someone whose perspective on customer success digital transformation or the manufacturing industry carries weight in external forums not just internal meetings.

To be successful in this role you will need:

AI Driven: Experience leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.

Educational Background: BA/BS or equivalent required; MBA or advanced degree preferred.

Experience: 1015 years of Go-To-Market leadership in technology or SaaS organizations with at least 710 years in Customer Success Customer Operations or Delivery roles.

General Management of a Large Book of Business: Demonstrated experience operating as a general manager with full accountability for a portfolio of $400M in ACV owning the P&L coverage model and commercial outcomes not just customer health scores. Proven track record of delivering strong YoY growth through active management not passive stewardship.

GTM Strategy and Execution: History of defining and executing go-to-market strategies that drive measurable results including account segmentation coverage optimization services attach and expansion pipeline development. You dont just run plays; you design them.

Business Acumen: Exceptional commercial instincts. You think in portfolio economics understand the interplay between adoption consumption and revenue and can translate customer outcomes into business impact narratives that resonate with Finance Sales leadership and your own team.

Executive Presence and C-Suite Engagement: Proven ability to engage at the C-suite and board level both with customers and internally. Direct experience partnering with CIOs and senior IT executives to co-develop digital transformation strategies. You bring gravitas credibility and the ability to influence at the highest levels without relying on positional authority.

Presentation Skills and Data Storytelling: Exceptional ability to build and deliver executive-level presentations that articulate a clear compelling story through data. You can translate complex portfolio performance adoption metrics and value realization into narratives that drive decisions whether presenting to a customer executive committee or an internal leadership review.

Recognized Thought Leadership: A visible point of view on post-sales excellence customer success digital transformation or the manufacturing industry. This may manifest as speaking engagements published perspectives industry community involvement or a track record of shaping how your organization and its customers think about value creation.

Servant Leadership: A leadership philosophy rooted in developing others. You lead by removing barriers elevating your team and creating an environment where people do their best work. You pair high expectations with genuine investment in your peoples growth well-being and careers.

Team Leadership: Demonstrated experience managing frontline CSM/CSE teams of 10 people including hiring coaching performance management and talent development.

Cross-Functional Collaboration: Strong track record building productive relationships across Sales Presales Delivery Product and Enablement in matrixed fast-paced environments.

Industry Awareness: Familiarity with Manufacturing industry operational workflows business priorities and digital transformation trends is strongly preferred. Experience with adjacent verticals (Energy Transportation Services) is a plus.

Platform Knowledge: Experience overseeing technical account health adoption telemetry integration health platform upgrades and solution expansion. Background with AI/ML platform products or driving AI adoption programs is a significant differentiator.

Adaptability and Travel: Ability to thrive in a high-velocity high-accountability environment. Willingness to travel domestically to strategic customer sites as required.

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For positions in this location we offer a base pay of $180200 - $315400 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

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. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time