{"id":1140682,"url":"https://alion.io/job/servicenow-senior-customer-success-manager-veza-3","title":"Senior Customer Success Manager - Veza","company":{"id":97,"name":"ServiceNow","domain":"servicenow.com","url":"https://alion.io/company/servicenow","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":25,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":90000,"max_usd":173000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"IAM","optional":false},{"name":"Least Privilege","optional":false},{"name":"ServiceNow","optional":false},{"name":"SOC 2","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-09-23T10:54:51Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T19:19:35Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nFounded 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.\n 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.\nOperating with extreme ownership, this role brings structure to complex environments, drives measurable results, and orchestrates internal resources without requiring direction.\nWe hire builders and owners-not coordinators.\nThis is a leadership-caliber individual contributor role, deployed against a limited number of accounts to enable deeper executive engagement and measurable customer outcomes.\nRole Scope\nOwn a mixed portfolio of approximately 10-20 strategic enterprise and mid-market customers\nOperate within a high-touch engagement model where depth of partnership is prioritized over volume\nEngage regularly with CIO, CISO, and senior technology leadership\nDirectly influence renewal outcomes, expansion opportunities, and executive satisfaction\nSupport customers operating in complex, highly integrated environments\nIdentify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation\nCore Responsibilities\nExtreme Ownership of Customer Outcomes\nServe as the accountable leader for the health, trajectory, and commercial posture of each assigned customer.\nEstablish clear success criteria and align internal execution accordingly.\nDrive customers from deployment to durable operational reliance.\nOrchestrate the resources required to achieve customer outcomes.\nTreat each customer as a business, balancing advocacy with commercial responsibility.\nExecutive Engagement\nBuild trusted advisor relationships with CIO, CISO, and senior stakeholders.\nDeliver Executive Business Reviews grounded in measurable business outcomes.\nAlign platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience.\nGuide executive decision-making through insight and credible challenge when necessary.\nValue Realization\nBuild and govern multi-year Success Plans for every strategic account.\nTranslate product capabilities into quantified business impact.\nEnsure customers achieve the outcomes that justified their investment.\nDevelop referenceable advocates through demonstrated value.\nRenewal Predictability\nOwn renewal posture across the portfolio with no late-stage surprises.\nInspect leading indicators including adoption depth, executive engagement, and realized value.\nCommunicate risk early with a clear mitigation strategy and path to resolution.\nRisk Management & Account Health Leadership\nBring rigor and objectivity to evaluating account health.\nProactively identify erosion signals and mobilize cross-functional teams before issues escalate.\nDevelop and execute disciplined recovery strategies when required.\nDeliver difficult messages when necessary to protect long-term outcomes.\nMaintain high forecast accuracy for assigned accounts.\nCross-Functional Partnership\nOperate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle.\nAlign commercial strategy with the Account Executive to support retention and expansion.\nPartner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria.\nLead integrated account planning across Sales, Solutions, and Customer Success.\nFoster a one-team approach focused on long-term customer value rather than functional handoffs.\nWhile execution is shared, accountability for customer outcomes remains clear.\nInternal Execution & Governance\nCoordinate Sales, Professional Services, Support, Product, and partner teams\nEstablish governance frameworks that drive accountability and transparency\nRemove obstacles and maintain execution momentum across large programs\nOperate effectively within highly matrixed customer organizations\n Required Experience\n8+ years managing complex enterprise customers within Identity Access Management (IAM)\nExperience within Identity Governance & Administration (IGA) is strongly preferred\nBackground in Cybersecurity is a requirement of the role\nDemonstrated ownership of large, multi-threaded accounts with executive visibility\nProven experience driving renewals, expansion, and long-term customer value\nStrong business and financial acumen with the ability to connect adoption to ROI\nExecutive-level communication skills and presence\nComfortable operating in ambiguous, high-stakes environments\nTrack record of proactively identifying risk and driving resolution\nIdentity/Security Domain\nExperience supporting identity, security, governance, or other mission-critical enterprise platforms is required.\nRelevant exposure may include:\nIdentity Governance & Administration\nPrivileged Access Management\nAccess certifications / User Access Reviews\nCompliance initiatives (SOX, ISO, NIST, SOC 2)\nZero Trust programs\nSecurity transformation efforts\nWork Personas\nWe 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.\nEqual Opportunity Employer\nServiceNow 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.\nAccommodations\nWe 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.\nExport Control Regulations\nFor 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.\nFrom Fortune. ©2025 Fortune Media IP Limited. All rights reserved. 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