Senior Manager, Customer Success Mid Market - Moveworks

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; 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

A high-agency operator who takes ownership, removes blockers independently, and ven experience of portfolio management to support org-level retention goals and KPIs

A proven track record of successfully evolving a Customer Success Management motion including building new programs and remodeling our customer engagement model to supporting a fast-growing customer base

Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes

Excellent cross-functional collaboration skills with a track record of partnering effectively with Sales, Product, and Marketing.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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.

As a Manager of Customer Success at Moveworks, you will lead a team of Customer Success Managers focused on building meaningful customer relationships, driving measurable value realization, and positioning Moveworks 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 to life and building the team and motion to do it at scale.

Lead, mentor, and grow a team of Customer Success Managers — setting expectations and managing a high-performance bar, running regular 1:1s, and building a culture of trust, accountability, curiosity, and customer-centricity

Create and execute on a Mid-Market Customer Success vision with the development and evolution of playbooks and frameworks that scale best practices across the team.

This includes building the operating rhythm for the team including customer engagement cadences, escalation frameworks, QBR standards, and account review processes while holding the team accountable to them

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce.

Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're 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, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. 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 the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award.

In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s standard-setting workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work.

By joining our 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. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business.

Come join us!