Sr Mgr, Customer Success Hub

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
We are seeking an exceptional Senior Manager to lead our Customer Success team in Bangalore, delivering excellence to our Asia Pacific customer base. You will build and develop a high-performing team while ensuring exceptional customer outcomes across all markets.
You will lead a team of early-career Customer Success Guides (CSGs) responsible for delivering "Success at Scale" to Digital, Commercial, and Mid-Market customers. This role combines strategic leadership, team development, and operational excellence to ensure every customer becomes committed to ServiceNow for life. This role requires you to be in the office.
Key Responsibilities:

• Build, lead, and inspire our Bangalore-based Customer Success centre serving the Asia Pacific customer portfolio.
• Manage and develop a team of Early-in-Career Customer Success Guides, ensuring technical adoption, health, and value realization for customers.
• Develop effective methodologies and frameworks for customer success delivery across APAC Success Centre.
• Foster a culture of continuous learning, innovation, and customer obsession
• Develop strong executive relationships with customers, sales leadership, and partner ecosystem.
• Drive customer outcomes leading to adoption, renewals, and expansion of ServiceNow offerings.
• Champion the use of AI-driven and digital engagement models to scale impact and efficiency.
• Partner cross-functionally to innovate, improve processes, and enhance productivity.
• Oversee operational excellence-customer satisfaction metrics, quality assurance, and profitability.
• Contribute thought leadership to customer success methodology and industry-specific best practices.
• Partner with global teams to ensure consistent practices and knowledge sharing.
• Contribute thought leadership to customer success methodology and best practices

Qualifications
To be successful in this role you have:

• 10+ years in leadership roles in SaaS, consulting, or technology-enabled transformation, with a focus on Customer Success or Professional Services.
• Proven success leading and developing high-performing teams, ideally with Early-in-Career talent.
• Experience establishing or scaling customer-facing hubs and innovation centres.
• Strong executive presence and ability to build relationships at the C-level.
• Familiarity with ServiceNow products and certifications (nice to have).
• Track record of delivering against customer KPIs, adoption goals, and expansion targets.
• Data-driven, with strong business outcome orientation.
• Excellent communication skills-able to influence and inspire.
• Understanding of digital transformation drivers; IT, HR, or GBS transformation experience a plus.
• Leveraging AI tools and exploring AI's potential impact on customer success.
• Comfortable operating in a high-growth, fast-changing environment.

What Makes You Exceptional

• Strong leadership mindset with passion for building high-performing teams
• Asia Pacific market knowledge with understanding of diverse regional dynamics
• Process-focused approach to solving customer success challenges at scale
• Cultural adaptability and experience working across diverse APAC markets

Why This Role Matters
This is an opportunity to lead a critical Customer Success function serving our Asia Pacific customer base while developing exceptional CS professionals. You'll have the scope to drive meaningful impact across the APAC region, implement best practices, and contribute to ServiceNow's continued growth and success.
FD21
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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