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 driving measurable outcomes.
- Why this job: Make a real impact in identity security while engaging with top executives.
- Qualifications: 8+ years in managing enterprise customers, preferably in Identity Access Management.
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 Saa S, 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.
Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the Service Now family, with the acquisition closing in March 2026.
The combination brings together Veza's AI-native Access Graph with Service Now's AI Control Tower and agentic workflows, enabling organizations to enforce end-to-end identity security rooted in the principle of least privilege across applications, data, cloud environments, and AI agents.
For engineers joining Veza today, this means the scale and resources of an enterprise platform company, with the product velocity and mission-driven focus of a security innovator at a pivotal moment in the industry.
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 role brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction.
We hire builders and owners–not coordinators.
This is a leadership-caliber individual contributor role, deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.
- Role Scope
- Own a mixed portfolio of approximately 10-20 strategic enterprise and mid-market 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 evolve.
- 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.
While execution is shared, accountability for customer outcomes remains clear.
- 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
- Required Experience
- 8+ years managing complex enterprise customers within Identity Access Management (IAM)
- Experience within Identity Governance & Administration (IGA) is strongly preferred
- Background in Cybersecurity is a requirement of the role
- 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
- Identity/Security Domain
Experience supporting identity, security, governance, or other mission-critical enterprise platforms is 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 Service Now employees depending on the nature of their work and their assigned work location.
Learn more here ( .
To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.
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 for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.
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. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.
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Senior Technical Customer Success Manager (Veza) in London employer: ServiceNow, Inc.
Veza is an exceptional employer that champions innovation and diversity, providing a dynamic work environment in Redwood City, California. Employees benefit from the resources of a large enterprise while enjoying the agility and mission-driven focus of a pioneering security innovator. With ample opportunities for professional growth and a culture that values collaboration and creativity, Veza empowers its team members to make a meaningful impact in the field of identity security.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical 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 ServiceNow, Inc.. 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 ServiceNow, Inc. 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 Technical 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 ServiceNow, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at ServiceNow, Inc. 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 ServiceNow, Inc.!
How to prepare for a job interview at ServiceNow, Inc.
✨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.
