Senior Customer Success Manager

Summary

Join ServiceNow as a Sr. Customer Success Manager and advocate for our customers, overseeing a portfolio to ensure business outcomes and product adoption. Leverage best practices and innovations to help customers achieve their goals, maximizing their ServiceNow investment. Responsibilities include ensuring technical health, utilizing Success Plays, creating use cases, guiding internal teams, overseeing projects, and resolving escalated issues. The ideal candidate possesses 10-12 years of relevant experience, creativity in independent project management, analytical problem-solving skills, collaborative abilities, and ServiceNow certifications. Experience with AI integration in work processes 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
• 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