Customer Success Advocate

Norseman Services•Elkridge, MD

7d•Remote

About The Position

Norseman Services is hiring a Customer Success Advocate to own the post-implementation relationship with our federal, healthcare, and regulated-enterprise customers. You'll be the bridge between the customers Norseman has stood up on ServiceNow and the rest of our delivery org -- making sure adoption stays high, platforms stay healthy, and customers see real business outcomes from their investment.

Requirements

5+ years in a customer success, customer professional services, or related customer-facing business support role.
Comfort integrating AI into work -- AI-powered tools, automation, AI-driven insights -- and curiosity about how AI is reshaping customer success.
Ability to operate independently across a portfolio of customers with minimal day-to-day supervision.
Strong analytical instincts -- can spot the signal in customer telemetry, usage data, and feedback patterns.
Track record of resolving complex customer issues through structured analysis and cross-functional collaboration.
Excellent communication -- can talk platform health with an engineer and business outcomes with a CIO in the same call.

Nice To Haves

ServiceNow accreditations or certifications (CSA, CIS, or comparable).
Prior experience in a consulting or managed services environment.
Exposure to federal, healthcare, or regulated-enterprise customer environments.
Experience working with customer success platforms (Gainsight, Catalyst, etc.) or ServiceNow's Success Platform.

Responsibilities

Oversee customer outcomes for a portfolio of Norseman accounts, understanding each customer's needs, priorities, and platform maturity.
Ensure customers stay technically healthy on the current ServiceNow release and Norseman best practices.
Identify and apply Success Plays (or equivalent prescriptive guidance) to accelerate customer maturity and adoption.
Drive license utilization and platform expansion -- make sure every customer captures the full value of what they've purchased.
Partner with Norseman delivery teams (Architects, BPCs, EMs) to bring the right expertise to each customer at the right moment.
Coordinate escalation response when customer issues arise -- pull in the right resources across Norseman's ecosystem to resolve quickly.
Contribute customer signal back to Norseman leadership -- adoption trends, renewal risk, expansion opportunities, success stories worth amplifying.