Customer Success Manager

Summary

Join ServiceNow as a Customer Success Manager and advocate for our customers, overseeing a portfolio to ensure they achieve business outcomes and maximize their ServiceNow investment. You will guide customers toward greater product adoption, identify areas for improvement using Success Plays, and promote customer success stories. This role requires collaboration with internal teams to resolve escalated issues and improve product footprint. You will leverage best practices and innovations to help customers achieve their goals and ensure technical health. The ideal candidate possesses experience in integrating AI into work processes and a strong background in customer professional services.

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
• 3-5 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