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Role Summary
As a member of the Geo Leadership Team, the Scale Leader plays a critical role in shaping and executing the regional customer success strategy. This leader is expected to bring the voice of scaled delivery into strategic discussions, ensuring that the needs of Guided CSMs and Success Guides are represented in decision-making. They will collaborate closely with peers across Sales, Expert Services, and Renewals and Customer Health Assurance to drive cohesive customer experiences and contribute to the overall health and performance of the geo. Additionally, the Scale Leader will act as a thought partner in regional planning, talent development, and transformation initiatives, helping to align operational execution with strategic priorities.
This role is pivotal in delivering scaled customer success across paid and non-paid Customer Excellence Group (CEG) success offerings. The leader will ensure operational excellence, enable manager capability, and lead the evolution of delivery models to support regional growth and customer outcomes.
Key Responsibilities
Operational Leadership
· Lead and develop a team of managers who oversee Guided CSMs and Success Guides within the geo.
· Deliver shared services to Major Area leaders ensuring adherence to quality standards and SLAs
o Ensure consistent execution of the Guided Impact Delivery Model across all Geo delivery teams, aligned to customer segmentation and package entitlements.
o Ensure consistent execution of non-paid Guide offerings across all teams
o Focus and drive to critical business KPIs for all teams and for the Geo, including GRR, Undeployed backlog and NPS
o Provide transparent and timely performance reporting to both Major Area and Geo leadership.
· Drive performance and career management, resource planning, and operational governance through manager accountability.
· Collaborate with Geo Leads and cross-functional partners to ensure joined-up customer experiences.
- Member of the Geo leadership team; drives Geo Success strategy, fosters cross-Geo partnerships, and promotes best practices and consistency.
· Work in close partnership with the Renewals team to ensure customer success activities are aligned with renewal cycles, proactively addressing risks and opportunities to maximise retention and growth.
· Collaborate with the Customer Health Assurance organisation to monitor, report, and improve customer health metrics, ensuring interventions are timely and effective.
· Share insights and feedback from scaled delivery teams to inform renewal strategies and health assurance programmes, driving continuous improvement across the customer lifecycle.
Transformation & Organisational Evolution
· Activate and embed geo-specific role mandates and org design principles for CSM and CSG teams.
· Identify opportunities to automate and develop role activities across the teams
· Lead the transition from legacy structures to integrated, customer-centric teams, ensuring alignment with global CEG transformation goals.
· Partner with the Transformation Office and Strategy Core to drive enablement, communications, and adoption of new ways of working.
· Support managers in leading change conversations with empathy, clarity and coaching.
· Champion the use and innovation of tiered offerings and digital experiences to enhance customer satisfaction and internal efficiency, leveraging technology and data to deliver differentiated value to customers at scale.
Strategic Influence
· Represent the geo in global forums to influence strategy, share insights, and advocate for regional needs.
· Align regional delivery strategy with platform capabilities and customer transformation goals.
Key Qualifications
· 15+ years of proven experience leading managers in scaled customer success or service delivery functions.
· Deep understanding of customer segmentation, success metrics (GRR, NPS, NNACV), and operational governance.
· Strong change leadership and transformation experience, ideally within a matrixed organisation.
· Ability to navigate complex stakeholder landscapes and influence at executive levels.
FD21
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. Learn more here. 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.
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. 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 [email protected] 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), 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.
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