Role Description 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 enterprise business. - Lead and develop your team - 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. - Have hard performance conversations early and often; don't let issues linger — your team and your customers can't afford it. - Coach CSMs to become trusted AI advisors and executive-level relationship owners who move fast and communicate with precision. - Rally your team through ambiguity and change; be the steady hand and the honest voice when things shift. - Own retention and growth outcomes - Own team-level GRR and NRR outcomes with a proactive lens on risk and expansion across a concentrated, high-stakes portfolio. - 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. - Drive strategic value and C-level partnerships - 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. - Guide your team in developing compelling value narratives that connect Moveworks investments to measurable enterprise outcomes and strategic AI roadmaps. - Position yourself and your team as the definitive AI adoption partners for your portfolio — customers should see Moveworks as indispensable. - Maintain field presence; show up, be visible, and bring your team with you. - Build process and scale what works - Build the operating rhythm for the team: cadences, escalation frameworks, QBR standards, and account review processes — and hold the team accountable to them. - Develop and evolve playbooks that establish best practices for the Strategic segment; document what works and drive adoption. - Partner with Sales, Product, and Support to advocate for your customers and surface portfolio-level insights that influence roadmap and company priorities. - Create and champion Customer Success stories that demonstrate AI-driven value from your portfolio. Qualifications - 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. - 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. - Proven experience managing through a genuine customer crisis: an exec sponsor departure, a failed implementation, a competitive threat on a high-value renewal. - Demonstrated ability to build and sustain executive relationships at the C-suite and VP level, with a track record of becoming a trusted advisor. - Experience influencing cross-functionally at a senior level — able to represent the portfolio with authority in front of executive leadership team. - Experience developing value narratives and business cases that articulate ROI and connect product usage to strategic customer outcomes. - A bias for action, a passion for operational excellence, and a genuine commitment to customer outcomes. Requirements - High agency: you take ownership, remove blockers independently, and find creative solutions when the playbook doesn't have an answer. - Everything with urgency: you operate with a bias toward speed and make decisions decisively, even when the information is imperfect. - Resourceful and resilient: you've been through difficult moments with customers or teams and can speak candidly about what you learned about yourself. - Candid and direct: you set clear expectations, follow up relentlessly, and don't soften feedback to the point of losing the message. - Comfortable with ambiguity: you can lead a team through uncertainty and change without losing momentum or morale. - Self-sufficient: you don't need a fully built infrastructure to start delivering; you build it while the engine is running. Benefits - 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.

• Own a portfolio of ~70 SMB accounts ($5k–$15k ARR) • Drive account health, retention, and expansion opportunities • Identify upsell signals and contribute to revenue growth • Act as the main advocate for your customers internally • Ensure consistent engagement across your portfolio (no inactive accounts >60 days) • Maintain churn rate below 3% • Track and maintain CRM hygiene (health scores, notes, next steps, risks) • Proactively identify at-risk accounts and execute mitigation plans • Ensure high CSAT / NPS through consistent value delivery and communication • Lead onboarding and activation for new customers • Partner with AEs and Solution Engineers for complex implementations • Drive time-to-value under 14 days whenever possible • Ensure smooth adoption through structured onboarding plans • Identify expansion opportunities across your portfolio • Collaborate with Product and Sales on feature-driven upsell motions • Improve resolution times through structured follow-up and prioritization • Monitor billing, renewals, and payment status • Ensure accuracy of customer data and contract information.

• Lead a team of Customer Success Specialists (CSS). • Drive revenue retention and renewals with proactive engagement. • Utilize data to address potential issues and develop strategies. • Serve as a product champion and deliver actionable business intelligence. • Guide the team in realizing the full potential and ROI of products. • Execute the vision and build the workflows for the Customer Success Function.

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content. • Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push). • Audience segmentation & execution • QA of touchpoints, personalization elements, any dynamic content, etc.. • Campaign build and deployment • Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. • Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV. • Extracting key insights and learnings for future optimization and template efficiency. • Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.