Manager of Customer Success

ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

• Own regional ARR planning and attainment for healthcare accounts. Align resources to customer segmentation maturity levels, clinical network complexity, and regulatory timelines; run cadence reviews and intervene early on retention risks tied to medical device visibility or compliance gaps.
• Standardize healthcare-specific EBR narratives around clinical network security outcomes (segmentation velocity, device inventory completeness, incident response readiness) and risk metrics. Partner with customers on FDA cybersecurity compliance storytelling and HIPAA/HITECH audit readiness.
• Establish and enforce portfolio-level healthcare risk playbooks. Chair recurring risk reviews focused on critical device vulnerabilities, unmanaged endpoint exposure, and segmentation gaps; coordinate cross-functional mitigations with biomedical, IT, and security teams.
• Operationalize healthcare network design reviews and security standards across the portfolio. Define best practices for DICOM/HL7 protocol visibility, clinical VLAN segmentation, NAC enforcement, and medical device inventory governance. Scale reusable patterns that accelerate time-to-value for multi-site hospital systems.
• Run regional Voice of Customer cadences focused on healthcare-specific use cases. Aggregate clinical IT and biomedical requests into prioritized asks (e.g., remote maintenance security, OT/IT convergence visibility, wireless medical device monitoring); coordinate beta engagements and close feedback loops with Product and clinical advisory boards.
• Establish enablement agenda for the healthcare team. Build proficiency baselines on medical device types (imaging, monitoring, therapeutic, lab), clinical communication protocols (HL7, DICOM, IEEE 11073, BACnet, Modbus), healthcare compliance frameworks (IEC 80001, NIST CSF for Healthcare, HIPAA Security Rule), and ensure expert coverage for complex architectures and incident response scenarios.
• Own healthcare onboarding standards and playbooks. Define discovery workflows for multi-facility deployments, clinical network assessments, and medical device inventory projects. Measure adoption of best practices across segmentation, patching, and incident coordination.
• Scale healthcare vertical frameworks. Tailor strategies for different customer profiles (academic medical centers vs. community hospitals vs. integrated delivery networks).