Sr Mgr, Customer Success Hub

lead our Customer Success team in Bangalore

You will lead a team of early-career Customer Success Guides (CSGs) responsible for delivering "Success at Scale" to Digital, Commercial, and Mid-Market customers. This role combines strategic leadership, team development, and operational excellence to ensure every customer becomes committed to ServiceNow for life. This role requires you to be in the office.

Key Responsibilities:

• Build, lead, and inspire our Bangalore-based Customer Success centre serving the Asia Pacific customer portfolio.
• Manage and develop a team of Early-in-Career Customer Success Guides, ensuring technical adoption, health, and value realization for customers.
• Develop effective methodologies and frameworks for customer success delivery across APAC Success Centre.
• Foster a culture of continuous learning, innovation, and customer obsession
• Develop strong executive relationships with customers, sales leadership, and partner ecosystem.
• Drive customer outcomes leading to adoption, renewals, and expansion of ServiceNow offerings.
• Champion the use of

  AI-driven and digital engagement models

  to scale impact and efficiency.
• Partner cross-functionally to innovate, improve processes, and enhance productivity.
• Oversee operational excellence customer satisfaction metrics, quality assurance, and profitability.
• Contribute thought leadership to customer success methodology and industry-specific best practices.
• Partner with global teams to ensure consistent practices and knowledge sharing.
• Contribute thought leadership to customer success methodology and best practices

To be successful in this role you have:

• 10+ years in leadership roles in SaaS, consulting, or technology-enabled transformation, with a focus on Customer Success or Professional Services.
• Proven success leading