Manager, Strategic Customer Success - Moveworks

ServiceNow ServiceNow · Enterprise · Santa Clara, CA +1 · 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 retention, growth, strategic value, and C-level partnerships, requiring experience in B2B SaaS customer success and team management.

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

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; ideally a smaller team of senior ICs rather than a large team of early-career CSMs - you know the difference and it shows in how you coach
  • Hands-on ownership of accounts at $1M+ in ARR - not just worked at a company that had them, but personally sat in the room, defended renewals, and navigated the complexity that comes with that level of relationship
  • Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor that customers call proactively - not reactively
  • Experience influencing cross-functionally at a senior level - able to represent the portfolio with authority in front of executive leadership team and drive action without direct authority
  • Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes

Nice to have

  • 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.

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
  • Establish rigorous portfolio risk management - leveraging health signals, usage data, and relationship intelligence to surface and act on at-risk accounts before they become problems
  • Serve as the executive escalation point for your most critical accounts; mobilize cross-functional resources with speed and clear ownership
  • Maintain an acute awareness of the full portfolio at all times - nothing in your book should surprise you
  • 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
  • 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