EBSCO Information Services (EBSCO) delivers a fully optimized research experience, seamlessly integrated with a powerful discovery platform to support the information needs and maximize the research experience of our end-users.

Maven Clinic is the world’s largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with...

About EdgeTierAt EdgeTier, we empower customer care teams by seamlessly combining AI, automation, and human expertise.

Headquarters: United States (Remote)

About Prove 

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove, follow us on LinkedIn.

Prove is driving the future of digital identity. We are looking for Provers who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly, and make intelligent decisions. The work is challenging and requires not only smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.   

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team! 

Title: Senior Director, Global Customer Support

Department: Support / Operations (iO)

Reports To: Chief Customer Officer

FLSA Status: Exempt

Location: US Remote

 

Position Overview

The Senior Director, Global Customer Support is a key executive leader responsible for defining and executing Prove’s worldwide support vision, strategy, and operational framework. Reporting to executive leadership, this role oversees a dual-shore support delivery model - leading high-performing US-based technical support and escalation teams while governing offshore support operations and BPO/vendor partners across global regions.

This leader will drive continuous evolution across Prove's global support ecosystem to ensure world-class customer experience, SLA performance, and scalable support architectures that support rapid enterprise growth, while optimizing the scope, capacity, and productivity of each support tier. Working closely with Product, Engineering, Revenue, and Customer Success, the Senior Director will champion the voice of the customer, transform support through AI and self-service automation, and foster a culture of technical excellence across all geographic hubs.

 

Key Responsibilities

Global Leadership & Dual-Shore Operations (US & Offshore)

• Global Team Architecture: Build, scale, and lead a high-performing global support organization consisting of US-based engineers and offshore multi-tier support teams.
• Offshore & Vendor Governance: Direct offshore vendor partnerships, BPO relationships, and captive international teams, ensuring seamless follow-the-sun coverage, strict quality assurance, and aligned culture.
• Talent Development & Culture: Inspire, mentor, and build career pathways for support managers, leads, and engineers across US and international hubs.

Strategic Vision & Operational Excellence

• Support Strategy & Scalability: Define and execute the global technical support strategy, aligning organizational goals with enterprise customer growth and retention. Assess team capabilities and optimize skills and experience to reduce burden on internal teams.
• SLA & KPI Performance: Establish, monitor, and optimize global performance frameworks (CSAT, SLA attainment, Aging, MTTR, First Contact Resolution, Escalation Rates).
• Process Standardization: Design and enforce standardized standard operating procedures (SOPs) across domestic and offshore teams to maintain consistent high-quality service delivery globally.
• Executive reporting: Real time dashboards and consistent reporting to ET on the health of customer support, bottlenecks and top issues raised by customers.

Digital Transformation, Systems & AI Automation

• Modernization & Systems Leadership: Drive technology priorities and infrastructure investments across ticketing, CRM, telephony, and knowledge management systems.
• Self-Service & AI Integration: Implement AI-driven workflows, generative AI tools, and proactive self-service capabilities to deflect transactional inquiries and empower support teams.
• Data & Analytics Insights: Deliver executive-level operational dashboards and qualitative/quantitative insights to quantify support business impact and identify root-cause trends.

Executive Escalation & Cross-Functional Alignment

• Enterprise Escalation Management: Define and implement an escalation management process to ensure effective resolution and clear communication internally and externally,   for critical platform incidents and high-value enterprise customer issues.
• Design and implement internal escalation flows to the different internal teams owning ticket resolution, with clear visibility into bottlenecks and aging issues.
• Voice of Customer (VOC) Feedback Loop: Partner closely with Product, Engineering, Platform Engineering, and Revenue leadership to systematically channel support insights into product roadmap improvements and defect remediation.
• Cross-Functional Collaboration: Collaborate with Sales and Customer Success teams to optimize retention, expansion, and customer onboarding experiences.

 

Qualifications and Experience

• Industry Experience: 12–15+ years of progressive leadership experience in enterprise technical support, customer operations, or customer success within global SaaS, fintech, identity, or complex cloud API environments.
• Leadership Track Record: 5+ years of experience leading multi-tier global support organizations at the Director or Senior Director level.
• Dual-Shore & Offshore Management: Proven success managing distributed teams across the US as well as offshore delivery centers or third-party outsourcing (BPO) partners.
• Technical Agility: Strong technical depth in enterprise SaaS software, API integrations, cloud environments, and contact center technology ecosystems (e.g., Salesforce Service Cloud, Zendesk, Jira, PagerDuty, AI platform tooling).
• Analytical & Operational Expertise: Demonstrated ability to build, analyze, and optimize core support KPIs, root-cause models, and cost-per-ticket metrics.
• Executive Communication: Exceptional verbal and written presentation skills with experience delivering operational reviews to C-suite stakeholders and enterprise clients.
• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent practical experience (Master’s or MBA preferred).

 

Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.

 

Prove follows a market driven compensation philosophy based on geographic location and respective market rates. Job offers will be aligned to location. Please speak with your recruiter if you have questions. Prove defines:

• Metro 2 - NYC metro area, Seattle metro area, Los Angeles metro area, and the Miami metro area.
• Metro 3 - all other cities across the domestic United States, with the exception of the San Francisco Bay Area.

Benefits & Perks for FTE Provers:

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• Modern Health for financial, mental, and physical wellness
• 401(k) Retirement Plan & Match (US Offices) and Local Country Pension (International Offices)
• Unlimited Vacation and Flexible hours
• Comprehensive medical benefits for you and your family ️
• Emotional & Physical Wellness – Access to wellness services (EAP & Prove Well-Being Reimbursement)
• Bottomless snacks & beverages for certain office locations
• Daily GrubHub stipend for lunch if coming into the office (US Offices)
• A great place to work and connect with other talented Provers like yourself!

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Prove we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Equal Opportunity Employment:

Prove is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics 

Privacy & Data Protection:

When you are applying for a job at Prove, we collect and use your personal information in the job application process. To understand more about how Prove uses your personal information, please see our Recruitment Privacy Policy on our website.

To apply: https://weworkremotely.com/remote-jobs/prove-senior-director-global-support

Who are we? At UpGuard, we are replacing manual security bottlenecks with AI-driven precision. Fresh off a US$75M Series C, we are scaling our infrastructure to process 100 billion risk...

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

To be successful in this role you have:

Experience in 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.

Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.

PMP preferred; project management experience required.

Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.

Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

• IT Strategy and Planning
• IT Operations and Management
• Human Resources
• Security Operations
• Customer Service Management
• IT Processes
• IT Governance
• IT Portfolio, Program and Project Management
• IT Project Delivery (SDLC)

Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.

Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.

Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

For positions in this location, we offer a base pay of $180,200 - $315,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

Reliant Health Partners is an innovative medical claims repricing service provider, helping employers achieve maximum health plan savings with minimum noise.

Headquarters: Remote - USA

About the Role

Abnormal AI is looking for a Director of Customer Success to lead our Mid Market Customer Success organization. This leader will oversee people managers leading teams of Mid Market and Digital Customer Success Managers, responsible for driving retention, adoption, and expansion across our Mid Market and tech-touch customer base.

As a member of the Customer Success leadership team, you'll set the strategy and vision for how we engage and retain Mid Market customers across both high-touch and digital motions, building a segmented approach that scales efficiently while still delivering measurable value. You'll partner closely with Product, Engineering, Sales, and the Renewals organization to ensure a seamless customer journey and strong renewal outcomes, and you'll coach a bench of first-line managers to build strong, accountable teams. The ideal candidate brings a track record of leading CS leaders (not just CSMs), fluency in both relationship-driven and program/tech-touch models, and a passion for scaling customer outcomes in a high-growth security company. This role reports to the VP of Customer Success.

What you will do 

• Lead and develop the Mid Market Customer Success organization, including the people managers of Mid Market and Digital CSMs, coaching them to build and run high-performing teams.
• Own the strategy and vision for Mid Market Customer Success across both segmented, high-touch coverage and Digital/tech-touch programs, ensuring the two motions are complementary rather than siloed.
• Own the renewal and expansion outcomes for the Mid Market and Digital segments, partnering closely with the Renewals organization on execution while holding your own managers and CSMs accountable for adoption, health, and expansion pipeline that drives those outcomes.
• Establish and evolve the segmentation strategy for Mid Market, determining which accounts sit in high-touch CSM coverage versus Digital/automated engagement, and adjusting as the book of business grows.
• Partner cross-functionally with Sales, Renewals, Support, and Product to ensure a seamless customer experience and maximize retention and expansion across the segment.
• Maintain a strong working knowledge of Abnormal's AI-driven email security platform, enabling you to guide managers and CSMs on product positioning, use-case development, and value realization with customers.
• Serve as an escalation point for significant customer issues within Mid Market and Digital, engaging directly with customers when needed and partnering with Product/Engineering to drive resolution.
• Use data and reporting to monitor customer health, identify retention risk, and guide proactive engagement strategies across both segments.
• Build and scale success planning frameworks, playbooks, and programs appropriate to Mid Market and Digital customers, distinct from Enterprise motions.
• Represent the voice of the Mid Market and Digital customer internally, influencing product roadmap and go-to-market priorities for the segment.
• Travel based on customer and business needs (est. 10–20%).

Must Haves 

• 6+ years of experience in Customer Success, Account Management, or Post-Sales leadership within a B2B SaaS environment, including experience managing people managers.
• Proven success leading Mid Market or tech-touch/digital customer success motions, ideally in the cybersecurity, email security, or infrastructure SaaS space.
• Demonstrated ability to run a quota-carrying organization, with ownership of renewal and expansion targets across a segment.
• Experience building or scaling a segmented CS model.
• Excellent communication and interpersonal skills, adept at engaging stakeholders at all levels internally and externally; multiple languages a plus given the global nature of the segment.
• Strong leadership and team-building skills, with a track record of developing managers, not only individual contributors.
• Comfort operating in a fast-paced, high-growth technology environment with a bias toward ownership and action.

Nice to Have 

• Experience in email security, cybersecurity, or enterprise infrastructure software.
• Familiarity with API-based SaaS solutions and cloud-native architectures.
• Prior experience leading globally distributed or multi-regional CS teams.
• Experience standing up or scaling a Digital/tech-touch CS motion from an earlier stage.

#LI-LM3

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range:$210,800—$248,000 USD

A note on AI in our process: 
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

To apply: https://weworkremotely.com/remote-jobs/abnormal-director-mid-market-customer-success

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The Director, Customer Success is accountable for leading a Technical Account Management (TAM) organization, which is responsible for the retention and health of some of NiCE’s largest, most strategic customers by delivering strong post-sale outcomes. Your mission: deliver measurable value, accelerate adoption of our cloud-native, AI powered platform and drive long-term customer success, retention and growth.

Leading a team of 10-15 TAMs, the Director enables the team achieve their goals of consumption and adoption, Gross Revenue Retention (GRR), and NPS, while contributing to ARR growth shared with Sales, as well as industry-leading customer satisfaction, reference-ability, and retention.

This is a customer-facing position chartered with engaging customer executives and senior stakeholders as a trusted strategic advisor. The Director will be responsible for both technical and business outcomes including managing customer expectations and satisfaction, coaching and mentoring TAMs, coordinating inter-departmental activities within NiCE (Sales, Renewals, Professional Services, Support, Product, and Billing), ensuring account data in Salesforce and Gainsight is reliable and current, and other tasks related to the success of the team and its customers.

How will you make an impact?

• Provide leadership to your TAM organization, including managers and individual contributors, through coaching, feedback, development goals, and performance management
• Own the retention outcome (GRR) for the TAM portfolio: ensure risks are identified early and tracked in Salesforce/Gainsight with a documented path to save and at least weekly updates; ensure TAMs deliver accurate renewal and compression risk forecasts and proactively trigger renewal engagement; and partner with Renewal Managers (RAMs), who own renewal negotiation and execution
• Own customer satisfaction (NPS) for the portfolio, personally leading the action-plan discussion with the client where poor responses are received
• Drive consumption, adoption, and value realization across the book of business, ensuring TAMs are equipped with adoption data, solution knowledge, and the required certifications.
• Enable TAMs to develop and execute strategic success plans in partnership with our clients with clear goals, timelines, and success criteria.
• Build and maintain executive-level relationships with key customers
• Escalate, resolve, and communicate client risks, blockers, and feedback to relevant NiCE stakeholders.
• Manage the assignment of accounts within your book of business
• Own operating cadence, performance reporting, and forecasting for the organization’s KPIs (consumption/adoption, GRR, NPS, and shared ARR growth), reporting results to executive leadership
• This position requires travel (up to 25%)

Have you got what it takes?

• Bachelor’s degree in Business Information Systems or related field or equivalent work experience required.
• 10+ years experience in customer success, technical account management, call/contact center and/or service delivery
• 10+ years of Enterprise (Fortune 500) experience in Customer Success or Service Management
• 5+ years of experience with NiCE CXone or comparable platforms (Genesys, Five9, Talkdesk, Amazon Connect etc.).
• 3+ years experience in building high performance remote teams
• Strong executive presence and a proven ability to build multi-threaded, executive-level relationships and to lead difficult conversations and escalations with composure
• Strong analytical and data fluency, with experience using consumption, adoption, health, and renewal data (e.g., Salesforce and Gainsight) to forecast retention, manage risk and steer the business
• Expertise in contact center operations, cloud migration, and AI/automation adoption; ability to connect NiCE capabilities to customer business outcomes, success plans, and quantified realized value / ROI
• Strong understanding of NiCE CXone architecture, tools (ACD, WFO, WEM, Enlighten AI, Analytics), and integration frameworks.
• Demonstrated ability to lead through influence in matrixed environments and manage multiple competing priorities.
• A track record of owning measurable retention, adoption, and satisfaction outcomes (GRR, NPS, consumption) and partnering effectively with Sales and Renewals teams

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

• Experience in 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.
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

1. IT Strategy and Planning
2. IT Operations and Management
3. Human Resources
4. Security Operations
5. Customer Service Management
6. IT Processes
7. IT Governance
8. IT Portfolio, Program and Project Management
9. IT Project Delivery (SDLC)

• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

Additional Information

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

As a trusted C-Suite / executive level advisor on ServiceNow offerings, the Principal Customer Success Executive (PCSE) owns the post-sale customer relationship, aiming to increase customer satisfaction and drive retention through Impact delivery. Principal CSEs are experienced individuals who bring a consultative, problem-solving approach to partnering with senior customer stakeholders to derive value from our platforms. They demonstrate a strong understanding of customer’s industry and specific business strategies, driving alignment between these factors and what ServiceNow can offer to enable better business outcomes for their customers. This role drives business transformation by maximizing the long-term strategic value of ServiceNow and ensuring that every aspect of the customer’s platform and capability are ready for expansion.

They provide strategic direction and mentorship to both customers and ServiceNow teams managing complex, multi-workstream programs. They play a pivotal role in resolving escalations and mitigating risks, ensuring adoption and usage is maintained at healthy levels. Principal CSEs focus on ensuring the customer recognizes the value of the ServiceNow Platform at all levels and stages, facilitating a smooth path to both renewal and up- and cross-sell.

Overall, Principal CSEs are responsible for fostering the relationship with C-suite level stakeholders in a smaller number of strategically important Impact accounts, with the aim of increasing customer satisfaction and driving retention and upgrades, where applicable.

Job Responsibilities:

• Lead high-complexity transformations in our largest and most strategic customers, ensuring all ServiceNow Customer Excellence roles align and deliver in accordance with governance frameworks, customer objectives, and organizational priorities; ultimately chaperoning Impact value management and demonstrating strategic oversight.
• Proactively identify professional services pipeline opportunities through product capabilities road mapping, value blueprints and adoption analysis, providing pre-sales support for funnel opportunities as requested.
• Partner with Impact team members (e.g., Customer Success Managers) leveraging the joint visibility of customer insights to create executive-ready narratives.
• Work with senior executives to shape and influence customer organizational strategy by identifying emerging trends, refining best practices, and aligning delivery approaches with evolving market demands, and providing industry-specific thought leadership.
• Drive operational consistency and excellence by standardizing delivery methodologies and ensuring adherence to governance and quality standards, interfacing with Delivery as required.
• Establish relationships with ServiceNow leaders, advocating for product evolution based on customer insights, and mentoring other Customer Success resources on transformation best practices.
• Identify areas of risk and take steps to prevent customer or revenue churn.
• Work closely with Sales Teams to define and execute product adoption and customer retention plans.
• Provide prescriptive guidance on internal project/program governance and help the customer create the appropriate governance models and ensure adherence.
• Help the customer identify incidents where contractual SLAs were missed and take necessary action.
• Improve overall customer satisfaction, as well as the satisfaction of their internal customers.

Qualifications

• Experience in 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.
• Significant experience collaborating with senior IT and business leaders, with a track record of successfully translating corporate strategy/objectives with the applied use of ServiceNow technology in the context of the client’s environment.
• PMP preferred; project management experience required.
• Minimum 15+ years in client-facing roles with a focus on account management, consulting, or transformation leadership. Experience in executive-level leadership roles, with a proven track record of influencing senior stakeholders and driving strategic outcomes, is strongly preferred.
• Experience in any of the following critical subject areas, with a demonstrated history delivering consulting services:

1. IT Strategy and Planning
2. IT Operations and Management
3. Human Resources
4. Security Operations
5. Customer Service Management
6. IT Processes
7. IT Governance
8. IT Portfolio, Program and Project Management
9. IT Project Delivery (SDLC)

• Experience with project problem diagnosis, solution development, client communications, facilitation of decision making, documentation, managing client expectations, and team leadership.
• Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.
• Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.

Additional Information

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.

Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebratingour wins – big and small.

Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!

Customer Success Director, Financial Services & Insurance (FSI)

NY-Metro (NYC preferred) Hybrid (2 days in office if within 50 miles of our NY office)

Operator’s Seat. Clear Mandate. Thoma Bravo Standards.

Anaplan is the connected planning platform trusted by the world’s most ambitious companies —

and as a flagship Thoma Bravo portfolio company, we operate with the discipline and urgency of

a business built to win. We’re scaling a world-class Customer Success org into its next chapter,

and we’re looking for one of the best operators in the industry to lead it.

You’ll be leading a critical post-sales capability for a $100M+ business. The top and most

sophisticated companies across Banking, Capital Markets, and Insurance leverage Anaplan for

their most critical and important scenario planning and analysis. These customers don’t tolerate

mediocrity. They expect a partner who understands their business as well as their own leadership

does. That’s you.

This leader will also shape and define how we navigate our next chapter, driving adoption and

consumption of Agentic, MCP, and the emerging technologies redefining how our customers

plan and operate.

You’ll lead a team of 7+ CSBPs (spread across AMER), report to the AVP of Customer Success

(based in NYC), and operate as a true front-line general manager, owning the outcomes, the

numbers, and the relationships that matter most.

What You’ll Own

• The Business: full customer lifecycle ownership: retention, expansion (NNACV),

pipeline contribution (CSQL)

• The Team: coach and elevate high-performing CSBPs. Build careers, accelerate

trajectory

• The Relationships: be the executive face of Anaplan for customers who expect nothing

less than excellence

• The Discipline: Thoma Bravo-caliber rigor: sharp forecasting, tight inspection, relentless

focus on what moves the business

• The Next Chapter: shape how we drive the adoption of Agentic AI, MCP, and next-gen

capabilities that will define how our customers plan for years to come

What Success Looks Like

Your customers can’t imagine running their business without Anaplan. Your team sets the

standard others chase. You don’t wait for a fire, you’re already three steps ahead of it.

What You Bring

• 12+ years in SaaS, including significant experience leading high-performing teams• Customer success leadership, ideally in Enterprise, B2B SaaS

• Enterprise space, $100M+ portfolio. Customers are global leaders - many Fortune 100.

• Real commercial chops - negotiated and shaped million-dollar agreements; command a

room of senior stakeholders

• Financial fluency, comfortable in a 10-K, a forecast review, a value conversation

• An operator’s mindset, bias for action, ruthless prioritization, ownership without

excuses

• Forward-looking, curious about and conversant in AI/agentic technologies and their

application to enterprise planning

• Bachelor’s degree required; MBA a plus

Who We’re Really Looking For

Skills can be taught, character can’t. We’re looking for someone who leads with integrity when

no one’s watching, who owns outcomes without excuses, and who brings a relentless, all-in

conviction that AI isn’t a threat to great customer success work, it’s the tool that lets great teams

do their best work faster. If you operate with unwavering principles, obsess over your customers’

success as if it were your own, and are genuinely excited to help define what AI-powered

leadership looks like at Anaplan, we want to meet you.

Logistics

Up to 20% travel, primarily within region.

Base Salary Range:

$200,000—$271,000 USD

Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

Fraud Recruitment Disclaimer

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.

Anaplan does not:

• Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
• Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.

All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.

Candidate data processed during our recruitment activities is handled in accordance with our Candidate Privacy Notice. This may include the use of artificial intelligence or automated tools to assist our team in evaluating qualifications.

Role Mission

As VP of Customer Success for Payors at Hippocratic AI, you will build and lead high-performing teams that drive satisfaction, retention, and expansion across our health plan and managed care customers. You’ll establish the systems, processes, and culture that enable customer success at scale—designing the playbooks and team structures that transform how health plans achieve value from our AI platform. This role exists because health plans are deploying breakthrough AI at scale, and they need a dedicated, expert-led customer success organization that speaks their language, understands their complexity, and delivers measurable impact on their most critical metrics.

What You Will Accomplish

Own your first major outcome: By day 90, you will have completed a diagnostic of your payer customer base and success metrics, established your CS team’s operating framework and KPIs, recruited and onboarded your first CS leaders and specialists, and shipped measurable improvements in customer retention or satisfaction for your most strategic accounts.

Drive lasting impact: At 12 months, you will have scaled your payer CS team from concept to fully functional, high-performing organization, established replicable playbooks for payer onboarding and success management, grown net revenue retention across your payer book of business to 110%+, positioned payer customers as visible advocates for Hippocratic AI in the industry, and proven out the payer CS model that can scale across the organization.

The Team

You’ll build and lead a dedicated payer customer success organization—recruiting and developing CS Executives, CS Leaders, technical support specialists, and implementation experts. You’ll partner closely with Product, Engineering, Clinical, and Sales teams to ensure payer needs drive organizational priorities. You’ll work embedded with major health plan customers while building the infrastructure that scales CS capability across Hippocratic AI.

What You’ll Do

• Build and lead a world-class payer CS team by partnering with Talent Acquisition to recruit, onboard, mentor, and develop customer success executives, CS leaders, technical specialists, and implementation experts—creating systems and processes that enable rapid scaling with excellence

• Develop and execute a comprehensive payer customer success strategy aligned with Hippocratic AI’s mission and business objectives, tailored to the unique operating models, regulatory environment, and success metrics of health plans and managed care organizations

• Establish and nurture trusted relationships with health plans, managed care organizations, PBMs, and other payer entities at executive and operational levels—positioning Hippocratic AI as a strategic partner in their value-based care and operational transformation initiatives

• Drive customer retention and expansion across payer use cases (utilization management, member engagement, care management, prior authorization)—identifying upsell and cross-sell opportunities while maintaining strong net revenue retention (NRR)

• Serve as the voice of the payer customer within the organization, working cross-functionally with Product, Engineering, and Clinical teams to channel payer feedback into product evolution and go-to-market strategy

• Implement and refine customer success metrics and processes tailored to payer KPIs—HEDIS/STARS performance, medical loss ratio (MLR) impact, member satisfaction, per-member-per-month cost trends, and operational efficiency gains

• Act as escalation point for complex payer customer issues, ensuring timely and effective resolution while navigating payer organizational structures and compliance requirements

• Navigate payer ecosystem complexities—regulatory requirements (CMS, NCQA, state Department of Insurance), delegated arrangements, network management, and claims/benefits administration workflows—positioning our solutions as aligned with payer strategic priorities

Location Requirement

This is a field-facing role. Our best customer relationships are built onsite. Expect 25–40% travel, including regular multi-day visits for executive reviews, adoption work, and clinical rounding, with overnight and out-of-state trips. Periodic travel to our Menlo Park headquarters is expected.

Compensation

Compensation is based on experience, expertise, and level of responsibility. We offer competitive packages that reflect the role’s seniority and scope, along with equity, health insurance, and other benefits.

Required Qualifications

• Bachelor’s degree from an accredited university

• 10–15 years of professional experience in customer success, account management, or related leadership roles within the payer/health plan industry, with 7+ years in customer-facing leadership positions

• Proven track record driving customer success in B2B SaaS or healthcare technology companies serving payer organizations, with demonstrated ability to hit KPIs and drive revenue growth

• Deep understanding of the payer/health plan industry including managed care operations, utilization management, care management, claims processing, network management, and regulatory frameworks (CMS, NCQA, state Department of Insurance)

• Demonstrated experience working with health plan stakeholders across medical management, population health, quality, IT, and C-suite leadership—translating between clinical, operational, and executive perspectives

• Exceptional interpersonal and communication skills with proven ability to influence and inspire cross-functional teams, customers, and senior executives

• Data-driven mindset with hands-on experience leveraging payer-specific metrics and analytics (HEDIS/STARS, MLR, per-member-per-month cost trends) to inform strategy and decision-making

• Proven experience scaling customer success teams and processes in high-growth startup or scaling technology environments

• Deep understanding of workflows within health plans and managed care organizations, with demonstrated ability to align AI solutions to payer operational processes and business priorities

Preferred Qualifications

• MBA, MHA, or advanced degree in Business, Healthcare Administration, or related field

• Demonstrated thought leadership in the payer industry, including speaking at major payer conferences (AHIP, RISE, AMCP) or industry forums

• Hands-on familiarity with AI-based solutions and their application in payer operations—prior authorization automation, member outbound engagement, clinical decision support

• Experience with value-based care models and payer-provider collaboration initiatives

• Existing relationships with senior leaders at major national and regional health plans

• Track record building customer success organizations from the ground up in emerging categories

Why Join Hippocratic AI

Reinvent healthcare with AI that puts safety first. We’re building the world’s first healthcare‑only, safety‑focused LLM — a breakthrough platform designed to transform patient outcomes at a global scale. This is category creation.

Work with the people shaping the future. Hippocratic AI was co‑founded by CEO Munjal Shah and a team of physicians, hospital leaders, AI pioneers, and researchers from institutions like El Camino Health, Johns Hopkins, Washington University in St. Louis, Stanford, Google, Meta, Microsoft, and NVIDIA.

Backed by the world’s leading healthcare and AI investors. We recently raised a $126M Series C at a $3.5B valuation, led by Avenir Growth, bringing total funding to $404M with participation from CapitalG, General Catalyst, a16z, Kleiner Perkins, Premji Invest, UHS, Cincinnati Children’s, WellSpan Health, John Doerr, Rick Klausner, and others.

Build alongside the best in healthcare and AI. Join experts who’ve spent their careers improving care, advancing science, and building world‑changing technologies — ensuring our platform is powerful, trusted, and truly transformative.

Equal Opportunity

Hippocratic AI is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, genetic information, military or veteran status, or any other characteristic protected by applicable law. We are committed to building a team that reflects the patients we serve. We actively encourage applications from candidates of all backgrounds. If you require accommodations during the hiring process, please contact people@hippocraticai.com.

Please be aware of recruitment scams impersonating Hippocratic AI. All recruiting communication will come from @ hippocraticai.com email addresses. We will never request payment or sensitive personal information during the hiring process.

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent, Secure IT.

JumpCloud is looking for a Senior Vice President of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. We don’t just want an administrator; we need a deeply curious, data-obsessed leader to own the post-sale journey for our global technical support, professional services, and revenue-oriented success teams.

You will lead a global team of 100+ across the US, India, UK, Mexico & Brazil.  Your mandate is to transform customer interactions into a rigorous, data-driven engine that eliminates churn, accelerates expansion and delivers an uncompromising standard of excellence. You will be expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.

.

Who You Are:

• Deeply Curious: You are a “data explorer” who isn’t satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear.  You’re in front of the customer with your teams, asking questions, gathering insights and identifying opportunities.

• Scientifically Minded: You view the customer journey through a lens of granular data.  Your decisions are backed by health scores, capacity modeling, and usage patterns rather than “gut feel”.

• A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that “good enough” is the enemy of world-class. You mentor your team to achieve excellence, blending high empathy with high accountability.

• A Product Aficionado: You have a passion for the product’s capabilities. You act as a bridge between the customer and Engineering/Product, translating complex pain points into an indispensable roadmap.

• AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex.

Key Responsibilities

Architect the Customer Engine for Trust-driven Strategic Revenue Growth

• Refine the Customer Success, Global Technical Support, and Account Management team for scale.

• Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.

• Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount.

• Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical “win” from day one with every single customer.

• Lead our revenue-oriented expansion teams by focusing on customer trust and experience.

• Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.

• Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.

Drive Data-Centered Retention

• Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.

• Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.

• Improve overall onboarding experience and long term retention

Product & Technical Advocacy

• Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.

• Translate complex customer pain points into actionable feedback that drives a “sticky” and indispensable product roadmap.

High-Performance Leadership

• Manage five direct reports and a 100+ person global footprint.

• Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.

Requirements:

• Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.

• Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).

• Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.

• Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.

• Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings.  Travel is both domestic and international.

#LI-KF1

Where you’ll be working/Location:

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don’t go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently.  Any additional language requirements will be included in the details of the job description.

Why JumpCloud ® ?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®’s three core values is to “Build Connections.” To us that means creating “ human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed.” - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®.  Please note JumpCloud® is not accepting third party resumes at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line “Scam Notice”

#LI-Remote #BI-Remote

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, transcribing or summarizing interviews, and assessing responses. These tools assist our recruitment team but do not replace human judgment in hiring decisions, which are ultimately made by humans. Please see our Privacy Policy (https://jumpcloud.com/privacy) for more information about our personal data practices.

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent, Secure IT.

JumpCloud is looking for a Senior Vice President of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. We don’t just want an administrator; we need a deeply curious, data-obsessed leader to own the post-sale journey for our global technical support, professional services, and revenue-oriented success teams.

You will lead a global team of 100+ across the US, India, UK, Mexico & Brazil.  Your mandate is to transform customer interactions into a rigorous, data-driven engine that eliminates churn, accelerates expansion and delivers an uncompromising standard of excellence. You will be expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.

.

Who You Are:

• Deeply Curious: You are a “data explorer” who isn’t satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear.  You’re in front of the customer with your teams, asking questions, gathering insights and identifying opportunities.

• Scientifically Minded: You view the customer journey through a lens of granular data.  Your decisions are backed by health scores, capacity modeling, and usage patterns rather than “gut feel”.

• A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that “good enough” is the enemy of world-class. You mentor your team to achieve excellence, blending high empathy with high accountability.

• A Product Aficionado: You have a passion for the product’s capabilities. You act as a bridge between the customer and Engineering/Product, translating complex pain points into an indispensable roadmap.

• AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex.

Key Responsibilities

Architect the Customer Engine for Trust-driven Strategic Revenue Growth

• Refine the Customer Success, Global Technical Support, and Account Management team for scale.

• Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.

• Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount.

• Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical “win” from day one with every single customer.

• Lead our revenue-oriented expansion teams by focusing on customer trust and experience.

• Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.

• Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.

Drive Data-Centered Retention

• Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.

• Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.

• Improve overall onboarding experience and long term retention

Product & Technical Advocacy

• Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.

• Translate complex customer pain points into actionable feedback that drives a “sticky” and indispensable product roadmap.

High-Performance Leadership

• Manage five direct reports and a 100+ person global footprint.

• Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.

Requirements:

• Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.

• Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).

• Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.

• Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.

• Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings.  Travel is both domestic and international.

#LI-KF1

Where you’ll be working/Location:

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don’t go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently.  Any additional language requirements will be included in the details of the job description.

Why JumpCloud ® ?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®’s three core values is to “Build Connections.” To us that means creating “ human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed.” - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®.  Please note JumpCloud® is not accepting third party resumes at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line “Scam Notice”

#LI-Remote #BI-Remote

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, transcribing or summarizing interviews, and assessing responses. These tools assist our recruitment team but do not replace human judgment in hiring decisions, which are ultimately made by humans. Please see our Privacy Policy (https://jumpcloud.com/privacy) for more information about our personal data practices.

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent, Secure IT.

JumpCloud is looking for a Senior Vice President of Global Customer Success & Support who functions like a scientist and leads like a world-class coach. We don’t just want an administrator; we need a deeply curious, data-obsessed leader to own the post-sale journey for our global technical support, professional services, and revenue-oriented success teams.

You will lead a global team of 100+ across the US, India, UK, Mexico & Brazil.  Your mandate is to transform customer interactions into a rigorous, data-driven engine that eliminates churn, accelerates expansion and delivers an uncompromising standard of excellence. You will be expected to move the organization toward an AI-foundational approach, utilizing automation and machine learning to streamline operations and enhance team efficiency.

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Who You Are:

• Deeply Curious: You are a “data explorer” who isn’t satisfied with surface-level answers.. You dig in to understand the “why” behind a technical friction point or a churn trend until the logic is clear.  You’re in front of the customer with your teams, asking questions, gathering insights and identifying opportunities.

• Scientifically Minded: You view the customer journey through a lens of granular data.  Your decisions are backed by health scores, capacity modeling, and usage patterns rather than “gut feel”.

• A Standard-Bearer & Coach: You hold yourself to a high bar and expect the same from your team. You believe that “good enough” is the enemy of world-class. You mentor your team to achieve excellence, blending high empathy with high accountability.

• A Product Aficionado: You have a passion for the product’s capabilities. You act as a bridge between the customer and Engineering/Product, translating complex pain points into an indispensable roadmap.

• AI-Forward: You look for ways to augment human talent with technology. You prioritize building a foundation where AI handles the routine so your team can focus on the complex.

Key Responsibilities

Architect the Customer Engine for Trust-driven Strategic Revenue Growth

• Refine the Customer Success, Global Technical Support, and Account Management team for scale.

• Transition the department to an AI-first operational model, identifying opportunities to automate workflows, streamline ticket resolution, and personalize customer engagement at scale.

• Refine operational frameworks (people, process, and tech) to ensure the organization scales efficiently without inflating headcount.

• Customize our onboarding motion for every segment (SMG, Commercial & Enterprise), ensuring implementation is a technical “win” from day one with every single customer.

• Lead our revenue-oriented expansion teams by focusing on customer trust and experience.

• Enhance operational frameworks (people, process, and tech) to ensure the organization can handle massive growth across segments without losing service quality.

• Define the responsibilities for AMs, TAMs, and CSMs to ensure the model is efficient and best for the customer.

Drive Data-Centered Retention

• Own the end-to-end post-sale motion experience and Net Retention Rate (NRR), using predictive data & tools to identify and mitigate churn risks before they manifest.

• Accountable for global NPS and CSAT metrics, treating these as scientific benchmarks for improvement.

• Improve overall onboarding experience and long term retention

Product & Technical Advocacy

• Act as the bridge between the Customer and Engineering/Product by implementing timely and nimble feedback loops that provide Product teams with critical customer insights.

• Translate complex customer pain points into actionable feedback that drives a “sticky” and indispensable product roadmap.

High-Performance Leadership

• Manage five direct reports and a 100+ person global footprint.

• Present operational updates to the Executive Team and Board of Directors, defending strategies with clear metrics and logical depth.

Requirements:

• Proven Scale: Significant experience leading both Technical Support, Account Management and Customer Success teams across SMB, Commercial and Enterprise segments in a fast-growing SaaS environment.

• Global Expertise: Experience managing distributed teams across multiple time zones (specifically India, NAM, LATAM, and EMEA).

• Analytical Rigor: Proficiency in using data to drive capacity planning, health scoring, and operational efficiency.

• Data Excellence: History of strengthening data trails and building a comprehensive understanding of churn and CSAT indicators as well as refining individual KPIs for the entire global team and upleveling operational frameworks.

• Ability to Travel: This role travels approx 30% of the time to customer sites as well as to leadership and team meetings.  Travel is both domestic and international.

#LI-KF1

Where you’ll be working/Location:

JumpCloud® is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don’t go unaddressed.

Language:

JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently.  Any additional language requirements will be included in the details of the job description.

Why JumpCloud ® ?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud® is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud®’s three core values is to “Build Connections.” To us that means creating “ human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed.” - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®.  Please note JumpCloud® is not accepting third party resumes at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at [email protected] with the subject line “Scam Notice”

#LI-Remote #BI-Remote

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, transcribing or summarizing interviews, and assessing responses. These tools assist our recruitment team but do not replace human judgment in hiring decisions, which are ultimately made by humans. Please see our Privacy Policy (https://jumpcloud.com/privacy) for more information about our personal data practices.

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.

As a trusted advisor, you’ll partner with C-level and senior executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners.

What You Get to Do in This Role:

• Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes and communicate the platform value story.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Qualifications

The ideal candidate will have extensive experience leading large-scale digital business transformations throughout all phases, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, change management, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need:

• Experience in 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, Master’s degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role at a consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
• Experience supporting or working with U.S. Federal customers preferred
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• C-Level Relationships: Strong experience building relationships with C-level business leaders
• Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
• Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
• Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.

For positions in this location, we offer a base pay of $148,400 - $231,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a “Best Workplace,” by Crain’s NY as a “Best Places to Work in NYC,” and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We’re looking for an AI-native support leader to own and evolve our customer support function. This role sits at the intersection of support, customers, and engineering. The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth.

This role follows a hybrid work model based on proximity to our office locations. Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1–2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.

What You’ll Do

• Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster, without losing the human judgment high value customers need for complex issues.
• Relentless focus on reducing time to value and removing friction at every touchpoint.
• Identify and remove internal blockers that slow the team down, whether that’s tooling, process, staffing, or cross-team handoffs.
• Partner closely with Product on the support roadmap, feeding customer signal into prioritization and closing the loop on shipped fixes.
• Analyze support case data to identify patterns and emerging trends, and work directly with Engineering to get ahead of issues before they escalate or repeat at scale.
• Build and maintain an escalation management process that catches risk early and keeps the right stakeholders informed.
• Get on calls with customers regularly, this is not a desk-only leadership role. Show up for high-value or high-risk conversations, listen first, and use what you hear to improve the broader system.
• Partner with CSMs and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities.
• Define and track the metrics that matter CSAT, time to resolution, time to value, escalation rate and tie support performance directly to NRR and GRR outcomes.
• Champion a culture of customer obsession across the team: hire, coach, and develop support professionals who listen well and advocate hard for the customer.

Required Qualifications:

• Experience leading a support, customer success, or technical services team, with a track record of measurably improving customer experience metrics.
• Genuine fluency with AI tools in a support context, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection, and you understand both the upside and the limits.
• Strong analytical instincts: comfortable digging into case data to find root causes and trends, not just closing tickets.
• Collaborative, cross-functional operating style to build real partnerships with Product, Engineering, and GTM teams rather than working in a silo.
• Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters.
• A clear grasp of how support work connects to revenue outcomes like NRR and GRR
• Strong people leadership skills hiring, coaching, performance management, with a customer centric culture centered on the customer.

Preferred Qualifications:

• Experience in cybersecurity.
• Familiarity with support and CS tooling (e.g., Salesforce, ServiceCloud & Zendesk, Zapier, Claude, Snowflake, Python) and experience integrating AI copilots or agents into those workflows.
• Experience building or scaling a support function through a period of growth.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $170,000 - $185,000 USD (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies.  Please note that we do not provide immigration sponsorship for this position.   #LI-DNI

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We’re building an AI-native culture where technology and talent are unstoppable together. And we’re just getting started.

Join us to put AI to work for people.

Job Description

The Customer Success Executive is accountable for the strategic leadership and execution of post-sales activities within our most valuable accounts. This position plays a crucial role in driving ServiceNow’s long-term value by accelerating customers’ journey to success, ensuring predictable renewals, and maximizing the impact of ServiceNow across their business transformation initiatives.

As a trusted advisor, you’ll partner with C-level and senior executives, guide seamless delivery of business transformation, and foster collaboration with ServiceNow’s teams and strategic partners.

What You Get to Do in This Role:

• Drive Post-Sales Success: Own and lead the customer’s post-sales transformation, aligning ServiceNow’s offerings to customer goals, and bringing relevant industry thought-leadership to the table. Foster strong relationships with C-Level executives to deliver on business outcomes and communicate the platform value story.
• Collaborate Strategically: Partner with Account Executives to create and execute integrated pre- and post-sales strategies, delivering long-term value for both the customer and ServiceNow. Leverage the right resources at the right time to ensure success.
• Mitigate Risks and Drive Value: Proactively identify potential risks to success and work with the customer and internal teams to develop strategies to overcome them, ensuring a smooth path toward value realization.
• Focus on Key Performance Indicators (KPIs): Guide and inspire the Customer Success team to meet critical operational KPIs—adoption, technical health, renewals, customer satisfaction, and expansion. Work closely with customers to align their roadmap and drive new revenue opportunities.
• Foster Strategic Alignment: Build relationships with ServiceNow leaders and consistently incorporate customer feedback to drive continuous improvement. Align business transformation insights with organizational goals to ensure long-term success.
• Advocate for Innovation and Continuous Learning: As a strategic thought leader, drive innovative solutions for our customers, always looking for opportunities to help them achieve their long-term goals. Foster a culture of agility and calculated risk-taking within the team.
• Set Success Metrics and Milestones: Establish clear, measurable success metrics with the customer, and regularly review progress. Refine business transformation plans as needed to ensure milestones are met and value is realized.

Qualifications

The ideal candidate will have extensive experience leading large-scale digital business transformations throughout all phases, acting as a trusted advisor to both internal and C-level customer executives. You will be an expert in governance, strategy, change management, and execution across cross-functional teams and have a track record of delivering scalable, repeatable success. Your passion for driving customer success at an enterprise scale and your ability to work in complex, dynamic environments will be key to your success in this role.

To be successful in this role, you will need:

• Experience in 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, Master’s degree preferred.
• Experience: A minimum of 12 years in a management consulting or leadership role at a consulting firm, solution consulting, or similar positions focused on technology-enabled business transformations (Digital/SaaS/Enterprise Software).
• Leadership Expertise: Demonstrated success in running large-scale, strategic accounts and exceeding business objectives. Proven track record in building and leading high-performing Customer Success or Consulting teams.
• Business Acumen: Strong experience in identifying and solving complex business problems and aligning solutions with customer business objectives.
• Cross-Functional Leadership: A history of working across multiple functions and driving alignment in large, matrixed environments.
• C-Level Relationships: Strong experience building relationships with C-level business leaders
• Adaptability: Ability to thrive in rapidly changing environments, adapting strategies to new challenges and opportunities.
• Execution Focus: Ability to create repeatable processes for scalable execution while maintaining a hands-on approach to ensure critical tasks are completed efficiently.
• Collaboration and Communication: Excellent communicator and influencer, with the ability to work effectively across a global organization and foster collaboration at all levels.
• Customer Focus: Deep understanding of customer needs, challenges, and motivations, with a keen ability to address concerns and ensure satisfaction.

For positions in this location, we offer a base pay of $148,400 - $231,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams.  Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

About the Opportunity

At Constant Contact, our customers are at the heart of everything we do. As our Director, Customer Experience, you’ll have the opportunity to build and lead a dedicated Customer Experience function that brings a holistic, data-driven view of the customer journey across the organization.

This is a highly cross-functional role focused on identifying and improving the moments that matter most across the customer lifecycle, from the initial sales conversation and onboarding, through product usage, support, education, community, and renewal. You’ll help Constant Contact better understand where customers experience friction, why it happens, and what we can do to create a more seamless experience.

As our first dedicated Customer Experience leader, you’ll lead our existing Voice of Customer (VOC) team and establish the frameworks, insights, and operating rhythms that make the customer experience visible across the company. You’ll partner closely with leaders across Sales, Product & Design, Support, Success, Marketing, Education, and Community to turn customer insights into meaningful business and experience improvements.

This role is ideal for a hands-on CX leader who is equally comfortable analyzing data, building programs from the ground up, influencing senior stakeholders, and rolling up their sleeves to get things done. You’ll bring independent, evidence-based perspectives to the organization and help drive action even when the teams responsible for the customer experience don’t report directly to you.

What You’ll Do:

• Build and lead our CX function, including our existing Voice of Customer team, establishing the strategy, priorities, and operating model for the function
• Own the end-to-end customer journey, identifying friction and opportunities across Sales, onboarding, product, Support, Success, Education, Community, and renewal
• Turn customer signals into action by bringing together feedback, survey results, behavioral data, research, and other sources to identify systemic issues and prioritize opportunities
• Strengthen our Voice of Customer program, creating a clear, company-wide view of what customers need and where we can improve
• Establish CX measurement and reporting, developing meaningful metrics and executive-ready insights that connect customer experience to business outcomes
• Improve critical customer handoffs, particularly the transition from Sales to onboarding and the intersection between our digital product experience and human support
• Partner across Sales, Product & Design, Marketing, Support, Success, Education, and Community to influence priorities and drive meaningful improvements without direct authority
• Establish a cross-functional CX operating rhythm that brings the right leaders together, creates accountability, and keeps customer experience at the center of business decisions
• Lead and develop a small, high-impact team, operating as a player-coach who is willing to roll up their sleeves and do the work

Who You Are:

Experience

• 8+ years of progressive experience in Customer Experience, Customer Insights, Voice of Customer, CX Strategy, Customer Analytics, or a related field
• Experience building or establishing CX programs in a growing or evolving organization
• Experience in SaaS, subscription, or high-volume, low-touch customer environments
• Proven experience managing and developing a team
• Track record of turning customer insights into measurable business or customer experience improvements

Strategic & Analytical Excellence

• Strong quantitative and analytical skills with the ability to independently evaluate data and translate it into compelling business insights
• Experience combining quantitative and qualitative customer signals to identify trends, root causes, and opportunities
• Strong understanding of customer journey mapping, service design, and Voice of Customer methodologies

Leadership DNA

• Proven ability to influence without authority and build credibility with senior leaders, particularly across Sales and Product
• Executive presence and exceptional communication skills, with the ability to make complex customer insights clear and actionable
• Comfortable challenging assumptions respectfully when the data tells a different story
• Hands-on, curious, and comfortable building structure where none exists
• Pragmatic and collaborative, with a bias toward action and a focus on high-impact opportunities

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$137,280—$171,600 USD

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we’re always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you’re passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or © consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35©

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Click here for a full copy of our General Personnel Privacy Notice.

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.