Director Customer Success - US Manufacturing

About this role

The Director, Customer Success — US Manufacturing is a critical post-sales leadership role within the Customer Excellence Group (CEG), responsible for driving customer outcomes, retention, and expansion across a defined portfolio of US Manufacturing accounts. Reporting to the Senior Director / General Manager of US Manufacturing, this leader will own approximately half of the manufacturing book of business — operating as a general manager accountable for portfolio health, revenue growth, AI adoption, and go-to-market execution.
This is not a maintenance role. We are looking for a commercially minded operator who has driven demonstrable YoY growth through active management of a large book of business, sharp GTM definition, and disciplined cross-functional engagement. You will lead a team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs), serve as a trusted advisor to manufacturing CIOs and board-level executives, and partner closely with peer CEG functions, Sales, Delivery, and Product to ensure customers realize the full value of their ServiceNow investment and see us as a long-term digital transformation partner.
What You Get to Do in This Role:

• Run the Business as a General Manager: Own the full health and commercial performance of your manufacturing portfolio. Drive GRR, NRR, and renewal performance, through proactive risk management, downsell reduction, and expansion motions. You will be expected to deliver strong YoY growth — not just protect the base, but actively grow it through strategic GTM planning and disciplined execution.

• Define and Drive Go-to-Market Execution: Shape and execute the GTM strategy for your half of the manufacturing business — including coverage models, account prioritization, services attach, and AI consumption motions. Partner with Sales leadership

to align on account strategy, pipeline development, and renewal forecasting with precision and commercial rigor.

• Lead as a Servant Leader: Build, develop, and inspire a high-performing team of CSMs and CSEs grounded in a servant leadership philosophy. Put your people first — remove obstacles, invest in their development, create psychological safety, and hold the team to high standards with empathy and accountability. Foster a culture where coaching, knowledge sharing, and continuous improvement are the norm.

• Engage at the Executive Level and Be a Strategic Advisor: Build and maintain trusted relationships with C-suite, executive, and other board-level stakeholders at key manufacturing accounts. Co-develop digital transformation strategies in IT with customer executives, positioning ServiceNow as the strategic platform partner for their modernization and AI agendas. Your executive presence and credibility at this level must be a proven strength, not an aspiration.

• Tell the Story Through Data: Deliver compelling executive presentations — both internally and to customers — that articulate the value of ServiceNow's service offerings through data-driven narratives. You are equally effective presenting a portfolio business review to your leadership team and standing in front of a customer CIO making the case for platform expansion. Strong presentation skills and the ability to build a persuasive story from complex data are essential.

• Drive AI Consumption and Platform Adoption: Own AI Consumption as a strategic KPI within your portfolio. Design and execute adoption journeys that convert license entitlements into measurable business outcomes, with a focus on emerging agentic capabilities.

• Champion the Voice of the Customer: Synthesize industry-specific feedback, feature requests, and adoption blockers into structured input for Product Engineering and roadmap prioritization. Stay current on manufacturing industry trends, regulatory environments, and digital transformation priorities shaping your accounts.

• Operationalize CEG Performance: Define and manage operational KPIs cascaded to all team members. Deliver regular reporting on customer health, adoption trends, downsell risk, and advocacy pipeline. Leverage AI-enabled tools and platforms to automate insights and drive proactive outreach at scale.

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The ideal candidate is a commercially sharp general manager who has owned a large book of business ($400M+), driven measurable growth, and built the GTM motions to sustain it. You combine deep post-sales expertise with the executive presence to stand shoulder-to-shoulder with manufacturing CIOs and the servant leadership instincts to build a team that performs at the highest level. You are a recognized thought leader — someone whose perspective on customer success, digital transformation, or the manufacturing industry carries weight in external forums, not just internal meetings.
To be successful in this role, you will need:

• AI Driven: Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• Educational Background: BA/BS or equivalent required; MBA or advanced degree preferred.

• Experience: 10–15 years of Go-To-Market leadership in technology or SaaS organizations, with at least 7–10 years in Customer Success, Customer Operations, or Delivery roles.

• General Management of a Large Book of Business: Demonstrated experience operating as a general manager with full accountability for a portfolio of $400M+ in ACV — owning the P&L, coverage model, and commercial outcomes, not just customer health scores. Proven track record of delivering strong YoY growth through active management, not passive stewardship.

• GTM Strategy and Execution: History of defining and executing go-to-market strategies that drive measurable results — including account segmentation, coverage optimization, services attach, and expansion pipeline development. You don't just…