Senior Technical Customer Success Manager – Veza

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.

Key requirements

• 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

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