Manager, Customer Success Operations - Moveworks

Company Description

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.

Job Description

About the Role

We are looking for a seasoned, high-agency Customer Success Operations leader to build and run the operational engine behind our rapidly scaling CS organization. In this role, you will own the systems, processes, and programs that enable our CS team to deliver exceptional outcomes for 500 new customers this year across all segments. You will manage a team of operations program managers, ensuring that every CS team member stays laser-focused on customer value rather than operational overhead.

This is a high-impact, high-visibility role for someone who thrives at the intersection of operational rigor and customer-centric strategy. We value leaders who build high-output teams that operate at speed and scale, moving fast without sacrificing quality. You will partner closely with CS leadership to design the rhythm of the business, drive accountability through data, and scale repeatable motions that keep pace with our growth.

Programs Owned by This Team

This role and team have direct ownership of the following operational programs that form the backbone of our CS motion:

• Customer Journey: Refine, instrument, and continuously optimize the end-to-end customer journey from onboarding through renewal and expansion, automating as much as possible without sacrificing customer experience.
• NPS and Voice of the Customer: Own the NPS program and broader VoC strategy, ensuring customer sentiment is captured, analyzed, and actioned across the organization.
• Joint Success Plans (JSPs): Drive the JSP framework and process, ensuring every customer engagement is anchored to measurable outcomes and mutual accountability.
• Customer Stories: Manage the customer stories program to produce a steady pipeline of compelling case studies, references, and proof points that fuel go-to-market efforts.
• Mid-Market and Scaled CS Motions: Design and operationalize scalable, tech-touch and pooled CS models that deliver consistent customer outcomes at mid-market and SMB scale.
• QBRs and EBC Cadence: Establish and manage the cadence for Quarterly Business Reviews and Executive Business Check-ins, including templates, preparation workflows, and follow-up tracking.
• Dashboarding and Reporting: Build and maintain executive dashboards and reporting frameworks that give CS leadership real-time visibility into team performance, customer health, and risk.
• Headcount and Capacity Planning: Own CS headcount modeling and capacity planning to ensure the team is right-sized for growth and that workloads are balanced across segments.
• Technology and Automation Stack: Own the CS technology and automation tool stack for the Moveworks CS team, ensuring tools are configured, adopted, and continuously improved to maximize team productivity.

Cross-Functional Partnerships

In addition to owned programs, this role serves as a key partner across the following areas:

• Product Rollouts: Partner with Product Operations to coordinate product launches, ensure CSMs are enabled on new capabilities, and incorporate customer feedback into the product roadmap.
• Customer Education: Collaborate with Customer Education and Product Marketing to identify knowledge gaps, develop enablement content, and scale self-service learning paths for customers.
• Sales-to-CS Handoff: Work with GTM Operations to design and refine the sales-to-CS handoff process, ensuring clean data transfer, aligned expectations, and a seamless customer transition.

What You Will Do

• Lead, coach, and develop a team of operations program managers by setting clear outcomes and holding a high-performance bar.
• Set the standard for how each owned program runs: Define success metrics, establish review cadences, and hold program managers accountable to timelines and outcomes.
• Design and optimize scalable CS processes to support 500 new customer additions this fiscal year across strategic, enterprise, and mid-market segments.
• Establish and track operational KPIs (GRR ,NRR, time-to-value, NPS, CSAT, adoption rates) and present insights and recommendations to senior leadership.
• Partner with CS leadership to identify bottlenecks, eliminate friction, and implement process improvements that free CSMs to focus on customer outcomes.
• Drive accountability through data and ensure the operational rhythm of the business keeps pace with our growth trajectory.

Qualifications

What We Are Looking For

• 7 years in CS Operations, Revenue Operations, or a related operational leadership role within a B2B SaaS environment.
• 3 years directly managing a CS Ops team with a demonstrated track record of building and leading high-performing, high-output teams that operate at speed and scale.
• A high-agency operator who takes ownership, removes blockers independently, and drives results without waiting for direction.
• Proven experience scaling CS operations to support rapid customer growth (500 accounts or more).
• Deep expertise with CS systems and tooling.
• Strong analytical skills with the ability to translate data into actionable insights and executive-ready narratives.
• Experience designing and implementing operational cadences, playbooks, and automation at scale.
• Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing.
• A strong communicator who can flex up and down — equally effective presenting to VP leadership as they are connecting with CSMs and ICs on the ground. Able to coach others on the team to do the same.
• Deep empathy for customers and the CS team. You design systems and processes that respond to real pain, not just optimize for dashboards. You understand what it feels like to be a CSM in the trenches and build operations that make their lives easier.
• 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.

Preferred Qualifications

• Experience in enterprise SaaS with multi-segment CS models (enterprise, mid-market, SMB).
• Familiarity with customer marketing, advocacy, or customer stories programs.
• Background in change management or process transformation within high-growth environments.
• Experience with BI tools (Tableau, Looker, Power BI) for building CS dashboards and executive reporting.

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, 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. In 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 [email protected] 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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