Manager, Customer Success Management

Job Description
This role is required in office in San Diego 2 days per week.
As a Manager of the Customer Success Management team you will be responsible for developing a team of Customer Success Managers (CSMs) You will be part of the Customer Outcomes team. Our purpose is to accelerate platform adoption and improve customer results. We do this through a portfolio of services, delivered by outstanding consultants, using our ecosystem of partners, our leading practices, methodologies and tools based on our experiences from 1000's of customer engagements.
What you get to do in this role:
Through prescriptive guidance, you will lead the team responsible for a portfolio of customers to help them achieve goals and foster greater adoption and usage of the ServiceNow products they have purchased. You will oversee your team's engagement with customers in their portfolio.
Lead your team to improve technical health, deployment and adoption activities for their portfolio
Coach your team members to help them grow their careers
Ensure customer needs are met and roadblocks are removed
Manage the portfolio of accounts, hitting your goals and driving overall customer success
Partner with and assign activities to other team members to achieve outcomes and address customer needs
Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
Reduce the number of escalated customers
Improve best practice development and guide team members
Lead and drive operational rigour across your team and ensure team members are performing at their best