The Customer Excellence Segment Lead plays a pivotal role in driving customer success and satisfaction across their portfolio of accounts, which may include those served by Impact teams (Guided+, Total, Advanced), as well as those with Guided support or no Impact (this is to ensure that all customer receive the necessary level of service and support). This position requires a strategic leader who can navigate complex customer landscapes, build strong relationships, and foster a culture of collaboration among Customer Success professionals to drive key CEG priorities. The Customer Excellence Segment Lead is responsible for ensuring that their squads are supporting customers to realize the full potential of the Service Now platform, aligning services (through Expert Services or with Partners) with their business objectives and driving adoption. Across their portfolio, they own success, growth, and retention to drive success and satisfaction**.**By acting as a trusted advisor, the Customer Excellence Segment Lead can support interactions with key, strategic accounts to manage escalations, mitigate risks and ensure long-term customer retention and satisfaction.

In addition to supporting customer relationships, the Customer Excellence Segment Lead manages teams of Customer Success professionals, mentoring them to achieve high performance and career growth. This role involves close collaboration with various internal teams, including Delivery, Partners, Success Centers, Services Sales, and Renewals, to ensure seamless execution of customer success initiatives. The Customer Excellence Segment Lead is accountable for overseeing project outcomes, resolving escalations, and maintaining overall account health, all while staying attuned to market trends and best Segments to enhance service delivery.

What are the unique job responsibilities for this role?

Team Leadership and Development:

• Lead, mentor and develop a high-performing team of Customer Success professionals, ensuring alignment with career progression goals and fostering a culture of excellence

• Drives enablement efforts across the assigned portfolio to ensure teams have the knowledge, tools, and support needed for success.

• Manage team resources & staffing decisions to efficiently deliver success products and optimise customer value

• Participate in and encourage teams to participate in Geo and Global role excellence and community forums to ensure adherence to governance frameworks and consistent best Segments.

• Stay up to date with market/industry trends and technologies to uplift delivery excellence e.g. use cases for AgenticAI etc.

Internal Collaboration and Customer Leadership:

• Ensure alignment and collaboration across Customer Success, Delivery, Partners, Success Centers, Services Sales, and Renewals teams to orchestrate seamless customer success and project delivery.

• First point of escalation with assigned portfolio of accounts, overseeing high-impact escalations arising from within team, and manage customer feedback, ensuring proactive risk mitigation and consistent customer health across accounts.

• Exec sponsor with key customer decision makers and leaders for mid-tier customers

• Serve as a customer sponsor and escalation point for Guided and Non-Impact customers identified as a renewal risk, declining satisfaction, or reduced product usage. Proactively coordinate cross-functional action plans to address customer concerns, stabilize engagement, and drive retention outcomes.

Impact Delivery Oversight:

• Conduct regular reviews of customer engagement health, utilizing metrics such as NPS and adoption rates.

The Customer Excellence Segment Lead will hold decision rights over:

Staffing and Resource Management:

Hiring and Development:

Performance Monitoring:

Background and Experience

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Proven market experience for the nominated Segment or Region
• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment.
• Excels in navigating a highly collaborative and highly matrixed environment
• Proven experience building and running a business with the right operational skills
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers.

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.

Background and Experience

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale
• Proven market experience for the nominated Segment or Region
• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment.
• Excels in navigating a highly collaborative and highly matrixed environment
• Proven experience building and running a business with the right operational skills
• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function
• Proven experience in customer engagement and relationships, acting as advisor and key point of contact for key customers.

Desired Skills/Experiences

• Broad-based business and technology professional with 15+ years of experience leading a large, high-growth organization delivering software based business solutions to large and small enterprises in the areas of Sales, Marketing, or Services and Support
• 10+ years of work experience in a leadership position
• 5+ years of work experience in enterprise software within the nominated Segment
• 5+ years in experience in customer success or related role
• Experience in driving collaborative partnerships across SI’s and Channel partners
• Knowledge and experience across the Service Now landscape, with focus on customer success and services
• Can thrive in a demanding, fast-paced environment.
• Excellent leadership, management, and interpersonal skills.
• High EQ and ability to lead with positive influence.
• Ability to build an operating model with tools, processes and people to drive a scaled model for customer success.
• Detailed understanding of best practices for enterprise CRM systems and experience with complex CRM and IT deployments
• Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
• Passion for technology and innovation
• Strong understanding of Cloud / SaaS Computing and the business benefits;
• Excellent communication and presentation skills
• Analytical and negotiation skills
• Strong understanding of business processes and their implementation into enterprise applications
• A technical degree or technical pedigree

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 Service Now employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.