Principal Customer Success Manager - Veza

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. Founded 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. Role Scope Own a portfolio of approximately 8-10strategic enterprise customers Operate within a high-touch engagement model where depth of partnership is prioritized over volume Engage regularly with CIO, CISO, and senior technology leadership Directly influence renewal outcomes, expansion opportunities, and executive satisfaction Support customers operating in complex, highly integrated environments Identify material risk multiple quarters ahead of renewal cycles and drive coordinated mitigation Core Responsibilities Extreme Ownership of Customer Outcomes Serve as the accountable leader for the health, trajectory, and commercial posture of each assigned customer. Establish clear success criteria and align internal execution accordingly. Drive customers from deployment to durable operational reliance. Orchestrate the resources required to achieve customer outcomes. Treat each customer as a business, balancing advocacy with commercial responsibility. Executive Engagement Build trusted advisor relationships with CIO, CISO, and senior stakeholders. Deliver Executive Business Reviews grounded in measurable business outcomes. Align platform capabilities to strategic initiatives such as security posture, regulatory readiness, and operational resilience. Guide executive decision-making through insight and credible challenge when necessary. Value Realization Build and govern multi-year Success Plans for every strategic account. Translate product capabilities into quantified business impact. Ensure customers achieve the outcomes that justified their investment. Develop referenceable advocates through demonstrated value. Renewal Predictability Own renewal posture across the portfolio with no late-stage surprises. Inspect leading indicators including adoption depth, executive engagement, and realized value. Communicate risk early with a clear mitigation strategy and path to resolution. Risk Management & Account Health Leadership Bring rigor and objectivity to evaluating account health. Proactively identify erosion signals and mobilize cross-functional teams before issues escalate. Develop and execute disciplined recovery strategies when required. Deliver difficult messages when necessary to protect long-term outcomes. Maintain high forecast accuracy for assigned accounts. Cross-Functional Partnership Operate as the accountable leader for customer outcomes while partnering closely with Account Executives and Solution Engineers across the customer lifecycle. Align commercial strategy with the Account Executive to support retention and expansion. Partner with Solution Engineers on technical strategy, ensuring deployments support defined success criteria. Lead integrated account planning across Sales, Solutions, and Customer Success. Foster a one-team approach focused on long-term customer value rather than functional handoffs. While execution is shared, accountability for customer outcomes remains clear. Internal Execution & Governance Coordinate Sales, Professional Services, Support, Product, and partner teams Establish governance frameworks that drive accountability and transparency Remove obstacles and maintain execution momentum across large programs Operate effectively within highly matrixed customer organizations Required Experience 12+ years managing complex enterprise customers within SaaS or platform organizations Demonstrated ownership of large, multi-threaded accounts with executive visibility Proven experience driving renewals, expansion, and long-term customer value Strong business and financial acumen with the ability to connect adoption to ROI Executive-level communication skills and presence Comfortable operating in ambiguous, high-stakes environments Track record of proactively identifying risk and driving resolution Nice to Have: Identity/Security Domain Experience supporting identity, security, governance, or other mission-critical enterprise platforms is beneficial but not required. Relevant exposure may include: Identity Governance & Administration Privileged Access Management Access certifications / User Access Reviews Compliance initiatives (SOX, ISO, NIST, SOC 2) Zero Trust programs Security transformation efforts FD21 For positions in this location, we offer a base pay of $133,600 - $233,800 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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. 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