Associate Customer Success Manager
About The Position
The Associate Customer Success Manager (CSM) is the primary point of contact and orchestration lead for matters related to Impact features and benefits included in a customer's Impact package. The CSM coordinates customer interactions and ensures the Impact Team meets the timelines and deliverables in the Customer Impact Plan (CIP), which sets out initiatives to help customers achieve agreed business outcomes. The CSM owns the CIP and oversees delivery of Impact packages, encouraging customer action based on adoption metrics and aligning activities to customer KPIs and business goals. The role also involves managing critical risks and mitigation strategies, conducting periodic customer business reviews, updating and refining the Impact Plan, and reporting on adoption. The CSM works to help customers achieve desired outcomes and build relationships that support customer satisfaction and retention. This role requires working in the office two days per week. It 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 ownership of a customer portfolio, work autonomously, and make decisions that drive 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, and staying current with industry trends and emerging technologies.
- Strategic advisory skills to provide best practices that optimize ServiceNow environments and accelerate time to value and growth.
- Passion for customers and value realization.
- Outstanding communication and presentation skills.
Nice To Haves
- ServiceNow experience and/or certifications.
Responsibilities
- Oversee a diverse customer portfolio and ensure structured deliverables are executed, progressing 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 through predefined processes for a smooth transition for new customers.
- Recommend next steps based on customer goals across ServiceNow's success offerings.
- Identify and coordinate internal teams, including Sales, Product, and Support, to drive 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.
- Lead 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.
- Promote customer success stories and use cases to support customer advocacy.
- Own the Customer Impact Plan, oversee Impact package delivery, drive customer action using adoption metrics, and align the plan with customer KPIs and business goals.
- Manage critical risks and mitigation strategies, conduct periodic customer business reviews, refine the Impact Plan, and report on adoption.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
