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About the Role

As a Manager of Customer Success, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks as 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 mid-market business. This is a role for a leader who thrives on empowering others to drive high-value customer outcomes and building the team and motion to do it at scale.

Responsibilities

Lead, mentor, and grow a team of Customer Success Managers, setting expectations and managing a high-performance bar.
Run regular 1:1s and build a culture of trust, accountability, curiosity, and customer-centricity.
Own team-level GRR & NRR outcomes, with a proactive approach to risk identification and expansion opportunities.
Create and execute on a Mid-Market Customer Success vision with the development and evolution of playbooks and frameworks that scale best practices.
Build the operating rhythm for the team including customer engagement cadences, escalation frameworks, QBR standards, and account review processes.
Coach CSMs to build strong relationships at both the executive and core team level across customer organizations.
Guide your team in developing compelling value narratives, connecting Moveworks investment to measurable business outcomes.
Position yourself and your team as strategic advisors on AI adoption.
Establish a rigorous approach to risk management across the portfolio, leveraging health signals, usage data, and relationship intelligence.
Act as an executive escalation point for complex or at-risk customers, mobilizing cross-functional resources to resolve issues quickly.
Partner with Sales, Product, and Support to advocate for customer needs, surface portfolio-level feedback, and influence roadmap priorities.
Rally your team through ambiguity and change, acting as a steady hand and honest voice during shifts.

Requirements

7+ years in Customer Success, Account Management, or a related customer-facing role in B2B SaaS, with meaningful time spent at the mid-market or commercial tier.
2+ years directly managing a team of CSMs.
High-agency operator who takes ownership, removes blockers independently, and has experience of portfolio management to support org-level retention goals and KPIs.
Proven track record of successfully evolving a Customer Success Management motion, including building new programs and remodeling the customer engagement model.
Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes.
Strong analytical skills with the ability to translate data into actionable insights and executive-ready narratives.
Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing.
Strong communicator who can flex up and down, equally effective presenting to VP+ leadership as connecting with CSMs and ICs.
Bias for action, passion for operational excellence, and a genuine commitment to customer outcomes.

Skills

Customer Success Management
Account Management
B2B SaaS
Mid-market/Commercial Tier Customer Engagement
Team Leadership and Mentoring
Performance Management
Customer Relationship Building
Value Realization
Risk Management
AI Adoption Strategy
Data Analysis and Insight Generation
Cross-functional Collaboration
Executive Communication
Operational Excellence

Location

AMS - North America and Canada

Work Type

Flexible
Remote

Experience Level

Manager
7+ years in Customer Success/Account Management
2+ years managing CSMs

Salary/Compensations

$148,400 - $259,700

Benefits

Equity (when applicable)
Variable/incentive compensation
Health plans
Flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs

About the Company

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce, enabling employees to converse with business systems through natural language to find answers and automate tasks.
The platform is powered by advanced LLMs, proprietary models, and a sophisticated Agentic AI platform, transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt.
Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies.
Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business.
In December 2025, Moveworks was acquired by ServiceNow, combining ServiceNow’s workflow automation with Moveworks’ Reasoning Engine and natural language capabilities to deliver the AI platform for every person and every workflow.
By joining the team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company.
ServiceNow is the AI control tower for business reinvention, bringing together any AI, any data, and any workflow to help businesses work smarter, faster, and better.
ServiceNow is building an AI-native culture where technology and talent are unstoppable together.

Equal Opportunity

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 law.
All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
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.
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.