Associate Customer Success Manager

ServiceNow • Addison, TX

2d • Hybrid

About The Position

The Associate Customer Success Manager (CSM) serves as the primary point of contact and orchestration lead for matters related to a customer's Impact features and benefits. The CSM owns the Customer Impact Plan (CIP), oversees delivery of the customer's Impact package, and coordinates the Impact Team to meet agreed timelines and deliverables. The role supports customer progress toward business outcomes by using adoption metrics, aligning the plan to customer KPIs and goals, managing risks and mitigation strategies, and conducting periodic customer business reviews. The CSM works to help customers realize value, achieve desired outcomes, and strengthen satisfaction and retention. This position requires working in the office two days per week and is not eligible for employer-based sponsorship.

Requirements

• At least 3 years of related work experience in Customer Success, Project Management, Business Administration, and/or SaaS.
• Ability to take full ownership of a customer portfolio, work autonomously, and make decisions that drive effective customer outcomes.
• Ability to lead effective, influential conversations with stakeholders at various levels, including leadership.
• Ability to facilitate discussions and navigate customer objections.
• Ability to use data and analytics to make informed decisions and recommend actions that support customer business objectives.
• Proven ability to collaborate effectively with cross-functional teams.
• Commitment to continuous learning, professional development, industry trends, and emerging technologies.
• Strategic advisory skills to recommend best practices for optimizing ServiceNow environments and accelerating time to value and growth.
• Passion for customers and value realization.
• Outstanding communication and presentation skills.
• Must be able to work in the office two days per week.
• The role is not eligible for employer-based sponsorship.

Nice To Haves

• ServiceNow experience and/or certifications.

Responsibilities

• Oversee a diverse customer portfolio and ensure structured deliverables are executed, moving customers along their Success Path by connecting business objectives, capabilities, and success metrics.
• Ensure onboarding is completed through the CS Guide team and support success planning using the predefined process to facilitate a smooth transition for new customers.
• Drive recommendations and next steps based on customer goals across ServiceNow's success offering.
• Identify internal teams, including Sales, Product, and Support, to help achieve customer success, resolve issues, and mitigate risks.
• Evaluate customer maturity and adoption blockers, address roadblocks with customers, and recommend ways to improve adoption and business value.
• Conduct kickoff calls to review deliverables, timelines, and expected outcomes, understand customer challenges and needs, and agree on a path to success.
• Conduct customer check-ins to ensure platform usage aligns with best practices and lead periodic reviews to track success metrics alongside the Customer Impact Plan.
• Manage critical risks and mitigation strategies and refine the Customer Impact Plan through periodic customer business reviews.
• Promote customer success stories and use cases to support customer advocacy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed