Finance Manager, Customer Success

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
We are seeking an experienced and strategic Finance Manager to support our Customer Success (AMS) organization. In this role, you will be a key partner to the Customer Success (AMS) leadership teams, driving their financial planning, analysis, and operational excellence efforts.
What you get to do in this role:

• Develop and execute financial plans aligned with business strategic objectives, focusing on customer retention, expansion, and overall business growth.
• Lead budgeting, forecasting, and monthly/quarterly financial reporting processes for the Customer Success (AMS) organization.
• Partner closely with Customer Success (AMS) executives to facilitate planning and execution of strategic initiatives.
• Analyze key performance indicators and financial metrics to provide actionable insights and recommendations to improve customer success outcomes
• Prepare and present financial reports, including budget vs. actual variance analysis, to senior management
• Drive process improvements and scaling projects to support the company's continued growth
• Other ad hoc analyses for the Customer Excellence organization

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• Bachelor's degree in Finance, Accounting, or related field; MBA or CPA/CFA preferred.
• 7+ years of experience in corporate finance, investment banking, private equity, management consulting, or related field.
• Strong financial modeling and analysis skills, with advanced proficiency in Excel and PowerPoint.
• Ability to thrive in a fast pace environment
• Experience with FP&A systems (e.g., Anaplan) and data visualization tools (e.g., Power BI).
• Proven track record of providing strategic financial guidance and driving operational excellence (in Customer Success a plus)
• Excellent communication and presentation skills, with the ability to influence at all levels of the organization.
• Strong business acumen and ability to translate complex data into actionable insights for improving customer adoption and retention
• Experience with SaaS business models, metrics and processes

FD21
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $135,300 - $236,800, 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.
Additional Information
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. Learn more here .
Equal Opportunity Employer
ServiceNow 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.
Accommodations
We 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 [email protected] for assistance.
Export Control Regulations
For 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.
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