Customer Success Manager

Summary

Join ServiceNow as a Customer Success Advocate and champion customer success by overseeing a portfolio of clients, ensuring their technical health, and maximizing their ServiceNow investment. You will guide customers toward achieving their business objectives through prescriptive guidance and best practices. Leverage Success Plays to identify areas for assistance and promote successful customer stories. Collaborate with internal teams to enhance product adoption and resolve escalated issues efficiently. This role requires experience in customer professional services, issue resolution through analysis, and collaborative work. AI integration experience is a plus.

Requirements

• 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
• 5+ years of experience providing customer professional services or related business support
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Experience in working collaboratively

Responsibilities

• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote ServiceNow customer success stories and processes
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Work with ServiceNow teams to improve product adoption and increased footprint
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem

Preferred Qualifications

ServiceNow accreditations or certifications a plus