Senior 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 their needs and challenges, and utilize Success Plays to provide assistance. Promote customer success stories and work with internal teams to resolve escalated issues. Act as a customer advocate within the company, representing their perspectives in decision-making. Build strong relationships and become a trusted advisor. This role requires experience in leveraging AI in work processes and 5+ years of customer service experience.

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
• Strategic technology industry knowledge
• Familiarity with digital transformation, or project management
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• Works well in a collaborative team environment, partnering with sales, product, and support teams

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
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs

Preferred Qualifications

ServiceNow accreditations or certifications a plus

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs