At a Glance
- Tasks: Lead customer success for enterprise clients, ensuring their satisfaction and platform adoption.
- Company: Join Veza, a pioneering identity security company backed by ServiceNow.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on building trusted relationships and delivering measurable outcomes.
- Why this job: Make a real impact by driving customer success in a cutting-edge tech environment.
- Qualifications: 12+ years in customer management with strong executive communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Veza is the pioneer in identity security, purpose-built to answer the fundamental question enterprises face: who can and should take what action on what data. Veza's Access Graph platform maps an organization's entire identity ecosystem across users, groups, roles, policies, permissions, and resources providing deep visibility and control over human, non-human, and agentic identities across SaaS, cloud, on-prem, and custom applications. With over 30 billion access permissions under management, global enterprises including Blackstone, Expedia, and Wynn Resorts trust Veza to manage privileged access monitoring, non-human identity security, access entitlement management, and next-generation identity governance.
The Senior Customer Success Manager is responsible for the end-to-end success of a defined portfolio of enterprise customers. This role carries direct accountability for customer outcomes, including executive alignment, realized business value, platform adoption, renewal readiness, and expansion identification. Operating with extreme ownership, this leader brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction.
Role Scope:
- Own a portfolio of approximately 8-10 strategic enterprise customers
- Operate within a high-touch engagement model where depth of partnership is prioritized over volume
- Engage regularly with CIO, CISO, and senior technology leadership
- Directly influence renewal outcomes, expansion opportunities, and executive satisfaction
- Support customers operating in complex, highly integrated environments
- Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation
Core Responsibilities:
- Extreme Ownership of Customer Outcomes: Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer. Establish clear success criteria and align internal execution accordingly. Drive customers from deployment to durable operational reliance. Orchestrate the resources required to achieve customer outcomes. Treat each customer as a business, balancing advocacy with commercial responsibility.
- Executive Engagement: Build trusted advisor relationships with CIO, CISO, and senior stakeholders. Deliver Executive Business Reviews grounded in measurable business outcomes. Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience. Guide executive decision-making through insight and credible challenge when necessary.
- Value Realization: Build and govern multi-year Success Plans for every strategic account. Translate product capabilities into quantified business impact. Ensure customers achieve the outcomes that justified their investment. Develop referenceable advocates through demonstrated value.
- Renewal Predictability: Own renewal posture across the portfolio with no late-stage surprises. Inspect leading indicators including adoption depth, executive engagement, and realized value. Communicate risk early with a clear mitigation strategy and path to resolution.
- Risk Management & Account Health Leadership: Bring rigor and objectivity to evaluating account health. Proactively identify erosion signals and mobilize cross-functional teams before issues escalate. Develop and execute disciplined recovery strategies when required. Deliver difficult messages when necessary to protect long-term outcomes. Maintain high forecast accuracy for assigned accounts.
- Cross-Functional Partnership: Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle. Align commercial strategy with the Account Executive to support retention and expansion. Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria. Lead integrated account planning across Sales, Solutions, and Customer Success. Foster a one-team approach focused on long-term customer value rather than functional handoffs.
- Internal Execution & Governance: Coordinate Sales, Professional Services, Support, Product, and partner teams. Establish governance frameworks that drive accountability and transparency. Remove obstacles and maintain execution momentum across large programs. Operate effectively within highly matrixed customer organizations.
Qualifications:
- 12+ years managing complex enterprise customers within SaaS or platform organizations
- Demonstrated ownership of large, multi-threaded accounts with executive visibility
- Proven experience driving renewals, expansion, and long-term customer value
- Strong business and financial acumen with the ability to connect adoption to ROI
- Executive-level communication skills and presence
- Comfortable operating in ambiguous, high-stakes environments
- Track record of proactively identifying risk and driving resolution
Nice to Have:
- Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required.
- Relevant exposure may include: Identity Governance & Administration, Privileged Access Management, Access certifications / User Access Reviews, Compliance initiatives (SOX, ISO, NIST, SOC 2), Zero Trust programs, Security transformation efforts.
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.
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.
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.
Senior Customer Success Manager - Veza in London employer: Moveworks
ServiceNow is an exceptional employer that fosters an AI-native culture, empowering employees to focus on meaningful work while driving innovation in the tech industry. With a commitment to employee growth and a flexible work environment, ServiceNow offers unique opportunities for collaboration across teams, ensuring that every voice is heard and valued. Join us in shaping the future of enterprise data solutions in a dynamic and supportive atmosphere where your contributions can make a real impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - Veza in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moveworks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moveworks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager - Veza in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moveworks:Your cover letter is your chance to shine! Tell us why you want to work at Moveworks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moveworks!
How to prepare for a job interview at Moveworks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
