Senior Technical Customer Success Manager - Veza
ServiceNow
Overview
In this role you drive end-to-end success for a defined portfolio of strategic enterprise customers, ensuring value realization, platform adoption, and renewal/expansion. You act as a trusted advisor to CIOs and CISOs, aligning Veza/ServiceNow capabilities with business outcomes and risk mitigation. You lead cross-functional execution across large, complex deployments, shaping long-term customer value. This is a high-impact, leadership-caliber IC position focused on measurable outcomes and executive engagement.
Responsibilities- Own health and trajectory of assigned customers, defining success criteria and coordinating internal execution.
- Drive deployment to durable operational reliance and orchestrate required resources.
- Build trusted advisor relationships with CIOs, CISOs, and senior leaders and deliver executive reviews.
- Translate product capabilities into quantified business impact and guide decisions with credible challenge.
- Develop multi-year success plans and ensure realization of investment value.
- Own renewal posture, monitor adoption and value signals, and flag risk early with mitigation plans.
- Proactively identify erosion signals, mobilize cross-functional teams, and implement recovery strategies when needed.
- Coordinate Sales, Professional Services, Support, Product, and partners; lead integrated account planning.
- 8+ years managing complex enterprise customers in IAM
- Experience in Identity Governance & Administration (IGA) preferred
- Background in cybersecurity
- Proven ownership of large, multi-threaded accounts with executive visibility
- Experience driving renewals, expansion, and long-term customer value
- Strong business and financial acumen with ROI linkage
- Executive-level communication skills and presence
- Comfort in ambiguous, high-stakes environments
- Track record of risk identification and resolution
- Experience supporting identity, security, governance, or mission-critical platforms (Identity Governance & Administration, Privileged Access Management, access reviews, compliance programs like SOX/NIST/SOC 2, Zero Trust)
- Executive storytelling and advisory mindset
- Cross-functional collaboration
- Proactive risk management
- Identity Access Management (IAM)
- Identity Governance & Administration (IGA)
- Privileged Access Management
Reference: WJ-747_30466880