Director Customer Success - US Manufacturing

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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Department: Customer Outcomes
Function: Customer Service
Experience Level: Not Applicable