Job Description The Sr Manager, Customer Excellence, ANZ Area Lead will be responsible for ensuring the success, growth, and retention of customers within the ANZ region. They lead and develop a team of Customer Success professionals to maximize customer value realisation, drive adoption, and support risk mitigation. They oversee staffing to ensure CS resources meet project delivery needs and career progression goals. Additionally, they inspire, mentor, and develop a high-performing team, fostering a culture of collaboration, accountability, and professional growth. While they do not directly manage Delivery, Success Centers, Services Sales or Renewals teams, they are responsible for ensuring strong alignment and collaboration across these functions to deliver customer success. They navigate complex customer landscapes, mitigate risks, and influence key stakeholders to maintain strong, long-term relationships, acting as a primary contact for key customers as well as a point of escalation for all customers within their Area or Region. By fostering an outcome-driven approach, they ensure customers realize the full potential of the ServiceNow platform, aligning and supporting renewals and expansion opportunities while driving operational consistency across engagements. What are the unique job responsibilities for this role? Commercial Ownership: Own customer adoption, NPS, reduction of undeployed apps and mitigation of downsell and loss risk across customers in the assigned region/area Act as post-sales counterpart and point of contact for the aligned Sales area leader Directly own & manage relationships with strategically important customers, acting as a trusted advisor, navigating organizational complexities to drive long-term platform adoption and business value. Customer Success Delivery: Ensure alignment between Customer Success, Delivery, Success Centers, Services Sales and Renewals teams to orchestrate seamless customer success, Impact delivery and, where relevant, project outcome delivery. Oversee execution of Impact delivery via Success Centers for relevant customers in the area Operate as the executive sponsor for the senior customer relationships in identified priority accounts in the Area Oversee and resolve high-impact escalations, mitigating risks and ensuring consistent customer health across accounts. Capability Development & People Management: Lead, mentor, and develop a team of Customer Success professionals across multiple levels, fostering a high-performance culture and career progression. Manage headcount planning and resource management to efficiently deliver success products and optimise customer value Stay up to date with market/industry trends and technologies to uplift delivery excellence e.g. use cases for AgenticAI etc. Participate in and encourage teams to participate in Geo and Global role excellence and community forums to ensure adherence to governance frameworks and consistent best practices.