Manager, Customer Success Management - Moveworks

ServiceNow ServiceNow · Enterprise · London, United Kingdom · Customer Service

Manager of Customer Success at Moveworks, leading a team of CSMs to build customer relationships, drive value realization, and position Moveworks as the AI Employee Front Door. Focuses on influencing strategic direction, coaching CSMs as AI advisors, and owning retention outcomes for enterprise business.

What you'd actually do

  1. 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
  2. Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio
  3. 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
  4. Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes — and hold the team accountable to them
  5. Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio

Skills

Required

  • 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
  • Hands-on ownership of accounts at $1M+ in ARR
  • Demonstrated ability to build and sustain executive relationships at the C-suite and VP level
  • Experience influencing cross-functionally at a senior level
  • Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes

Nice to have

  • you know the difference and it shows in how you coach
  • you can speak specifically to how you handled it and what the outcome was
  • become a trusted advisor that customers call proactively — not reactively
  • able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority
  • 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.
  • 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 t

What the JD emphasized

  • Have hard performance conversations early and often; don't let issues linger — your team and your customers can't afford it
  • 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