Team Lead

About the role

Must have technical/functional skills in Leadership, Customer & Business Acumen, Analytical & Operational skills, Communication & Stakeholder Management, and adaptability to dynamic environments. Process improvement mindset and preferred domain knowledge of ServiceNow / SaaS platforms. ITIL / CSA certification preferred.

Responsibilities

• Leads a team of Customer Success Guides (CSGs), ensuring effective delivery of customer onboarding, adoption, risk mitigation, and revenue growth objectives.
• Focuses on team performance, governance, coaching, and customer experience outcomes across a portfolio of ServiceNow customers.
• Collaborates with support teams such as Training, Quality, and Workforce Management (WFM).
• Provides oversight for customer onboarding and activation.
• Drives adoption and proactive risk management.
• Gathers customer feedback and enhances customer experience.
• Manages governance and performance of the team.
• Engages with stakeholders and cross-functional teams.

Location: Milford, OH

Pay

$60,000–$85,000 per year