Customer Success Manager, Mid Market - Moveworks

ServiceNow • San Diego, CA

5d

About The Position

The Customer Success Manager acts as an advocate for customers and oversees a portfolio of customers, helping them achieve business outcomes and increase adoption and usage of purchased ServiceNow products through prescriptive guidance. The role brings ServiceNow best practices, innovations, and capabilities to help customers achieve their goals. The manager works with internal ServiceNow teams and the broader company ecosystem to improve customer outcomes, product adoption, and issue resolution.

Requirements

• Experience leveraging or critically considering 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.
• At least 5 years of experience providing customer professional services or related business support.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Experience working collaboratively.

Nice To Haves

• ServiceNow accreditations or certifications.

Responsibilities

• Oversee customer-outcomes engagement for a portfolio, understanding each customer's needs and challenges.
• Ensure customers are technically healthy and using the most recent product version.
• Identify criteria for assisting customers using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Help customers obtain maximum value from their ServiceNow investment and use their licenses.
• Work with ServiceNow teams to improve product adoption and increase customer footprint.
• Ensure escalated client issues are resolved quickly using resources across the company ecosystem.

What This Job Offers

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