Senior Customer Success Manager

Summary

Join ServiceNow as a Sr. 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 adoption and usage of our products, leveraging best practices and innovations. Responsibilities include ensuring technical health, utilizing and creating Success Plays, developing use cases, and guiding internal teams to resolve customer issues. You will also oversee projects and escalated client resolutions. This role requires experience integrating AI into work processes and 10-12 years of related experience, along with ServiceNow certifications. Creativity, independent project management, collaborative skills, and analytical problem-solving abilities are essential.

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
• 10-12 years of related work experience; OR equivalent work experience
• Creativity with comfort running projects independently
• Improve complex issues through analysis and resolution
• Succeed in working collaboratively
• ServiceNow certifications
• FD21

Responsibilities

• Oversee the engagement and outcomes for customers in your portfolio
• Ensure customers are technically healthy and on the most recent version of our product
• Leverage existing Success Plays to assist customers, but also assist new Success Plays
• Work with customers to create new use case/success stories
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Guide other ServiceNow teams to address customer issues
• Oversee projects identified by leaders
• Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem