Sr Customer Success Manager in London

Company DescriptionVeza 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. Founded in 2020 and headquartered in Redwood City, California, Veza is now part of the ServiceNow family, with the acquisition closing in March 2026. The combination brings together Veza's AI-native Access Graph with ServiceNow'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. Job DescriptionThe 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. 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 ScopeOwn a portfolio of approximately 8-10 strategic enterprise customersOperate within a high-touch engagement model where depth of partnership is prioritized over volumeEngage regularly with CIO, CISO, and senior technology leadershipDirectly influence renewal outcomes, expansion opportunities, and executive satisfactionSupport customers operating in complex, highly integrated environmentsIdentify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigationCore ResponsibilitiesExtreme Ownership of Customer OutcomesServe as the accountable leader for the health, trajectory, and commercial posture of each assigned customer. Drive customers from deployment to durable operational reliance. Treat each customer as a business, balancing advocacy with commercial responsibility. Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience. Value RealizationBuild and govern multi-year Success Plans for every strategic account. Communicate risk early with a clear mitigation strategy and path to resolution. Risk Management & Account Health LeadershipBring rigor and objectivity to evaluating account health. Deliver difficult messages when necessary to protect long-term outcomes. Maintain high forecast accuracy for assigned accounts. Cross-Functional PartnershipOperate 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 & GovernanceCoordinate Sales, Professional Services, Support, Product, and partner teamsEstablish governance frameworks that drive accountability and transparencyRemove obstacles and maintain execution momentum across large programsOperate effectively within highly matrixed customer organizationsQualificationsRequired Experience12+ years managing complex enterprise customers within SaaS or platform organizationsDemonstrated ownership of large, multi-threaded accounts with executive visibilityProven experience driving renewals, expansion, and long-term customer valueStrong business and financial acumen with the ability to connect adoption to ROIExecutive-level communication skills and presenceComfortable operating in ambiguous, high-stakes environmentsTrack record of proactively identifying risk and driving resolutionNice to Have: Identity/Security DomainExperience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. Identity Governance & AdministrationPrivileged Access ManagementAccess certifications / User Access ReviewsCompliance initiatives (SOX, ISO, NIST, SOC 2)Zero Trust programsSecurity transformation effortsAdditional InformationWork PersonasWe 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. 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. 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. 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.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. Not ApplicableIndustry: Information Technology And Services