About the Role We are seeking an experienced Supervisor - Customer Success Guides to lead, direct, and mentor a team of dedicated Customer Success Guides. In this Team Lead role, you will be responsible for operational excellence, customer onboarding, retention strategy, and driving full feature adoption across customer accounts. The ideal candidate brings 7+ years of total professional experience, including 2 to 3 years in a direct team leadership role within SaaS or IT service delivery environments—specifically with hands-on exposure to ServiceNow .

Core Responsibilities Team Leadership & Performance:

Direct, mentor, and manage a team of Customer Success Guides to achieve account retention, onboarding milestones, and overall account health targets.

Drive Platform Adoption:

Ensure clients adopt core ServiceNow platform capabilities, identifying and mitigating account risks early to maintain high customer satisfaction.

Cross-Functional Collaboration:

Partner directly with Quality, Training, and Workforce Management (WFM) teams to align team performance, resource planning, and service delivery metrics.

Governance & Process Improvement:

Establish customer success governance frameworks, streamline operational workflows, and continuous process improvements to scale client outcomes.

Escalation Management:

Serve as the first escalation point for critical account challenges and operational bottlenecks.

Key Requirements & Qualifications Total Experience:

7+ years of overall experience in Customer Success, IT Service Delivery, or Client Account Management.

Leadership Experience:

2 to 3 years of experience as a Team Lead, Supervisor, or People Manager leading client-facing teams.

Platform Knowledge:

Hands-on experience working with ServiceNow or enterprise SaaS management platforms.

Core Competencies:

Proven expertise in team management, customer success governance, operational metrics, and process optimization.

Education:

Bachelor's degree in Business Administration, Information Technology, or a related field (or equivalent practical experience).

Preferred Qualifications Certifications:

ITIL v3/v4 Foundation or ServiceNow Certified System Administrator (CSA) certification.

Industry Experience:

Background in enterprise IT services, technical account management, or managed service delivery models.

Pay:

$60,000.00 - $100,000.00 per year

Work Location:

Hybrid remote in Milford, OH 45150