LATAM Area Lead Customer Excellence Group

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
About the Customer Excellence Group at ServiceNow
ServiceNow's worldwide Customer Excellence Group (CEG) is a global network of ServiceNow employees and partners with a single mission: ensuring customer success. We work closely with our customers to build lasting relationships, understand their business needs, and deliver measurable, value-based outcomes. Our goal is simple - to delight our customers and make ServiceNow the best investment they've ever made.
About the Role
The LATAM Area Lead will be responsible for leading the Customer Excellence Group across Brazil and Mexico. This includes managing and coaching a high-performing team of Customer Success Managers (CSMs), Customer Success Executives (CSEs), and Platform Architects (PAs).
This leader will be accountable for driving customer outcomes by improving technical health, accelerating product adoption, ensuring renewals of Customer Success offerings, and enabling expansion across ServiceNow's portfolio.
This role also includes acting as the Impact Delivery Leader for LATAM, ensuring seamless post-sales execution and contributing to strategic planning and operational excellence across the region.
What you get to do in this role:

• Drive performance and outcomes against key KPIs: product adoption, technical health, NPS, and Customer Success renewals
• Lead the talent strategy for LATAM: hiring, onboarding, development, performance management, and career growth for CEG team members
• Execute the global CEG strategy regionally, tailoring approaches to local market dynamics
• Ensure the profitable delivery of services and customer engagements aligned with regional goals
• Own customer relationships post-sale, including escalation management and resolution
• Partner with Account Teams and Sales Directors to migrate legacy Customer Success packages to new Impact offerings
• Successfully lead the transition from legacy to future-state Customer Success delivery motions, ensuring continuity and CSAT performance
• Build and maintain strong executive relationships with customer stakeholders across LATAM
• Collaborate closely with internal teams across CEG, Support, Product, and Sales to ensure alignment and drive end-to-end value
• Provide thought leadership on optimizing and scaling the Customer Excellence delivery model

Qualifications
To be successful in this role you have:

• 12+ years of experience leading Customer Success, Consulting, or related functions, ideally in a technology or SaaS environment
• Proven track record of delivering on KPIs and managing large, cross-functional customer-facing teams
• Experience building and scaling high-performing teams in complex, evolving environments
• Strong executive presence and ability to develop trusted relationships with C-level stakeholders at the world's largest enterprises
• Operationally rigorous, with demonstrated ability to manage financial metrics and process excellence
• Skilled in managing change, navigating ambiguity, and driving transformation at scale
• Experience creating scalable, repeatable delivery models and frameworks
• Strong cross-functional collaborator and communicator, capable of influencing at all levels of the organization
• Comfortable rolling up sleeves to remove roadblocks and support team members
• Fluent in Portuguese; Spanish is a strong asset given Mexico responsibilities
• Must reside in the São Paulo area and be able to work from the São Paulo ServiceNow office at least once per week
• Willingness to travel regionally and globally as required

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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 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, 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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