Senior Customer Success Manager - Moveworks (Federal)

ServiceNow•Washington, DC

1d•Hybrid

About The Position

Moveworks is seeking a Senior Customer Success Manager to partner with their initial U.S. Federal Government customers, driving product value and developing trusted advisor relationships with executive sponsors. This role involves translating business needs into solutions, evolving customer onboarding strategies, and driving adoption, engagement, and growth. The Senior Customer Success Manager will help customers identify and quantify transformational goals, adapt to product changes, and act as the voice of the customer to influence the product roadmap. This position is part of the ServiceNow acquisition, offering the opportunity to be at the forefront of AI transformation with the backing of a global company.

Requirements

5+ years of account management, implementation, or sales experience in software/SaaS.
Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle.
Prior experience supporting Federal customers is required.
Experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience.
Experience supporting deployments with large enterprise customers.
Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal.
Experience building strong internal and external relationships, including with senior-level executives throughout companies.
Diplomatic, tactful, and poised under pressure.
Voracious appetite to learn and grow.
Completed a Bachelor’s degree.
Willing to travel 10-25% of the time.

Responsibilities

Partner with initial customers to drive product value.
Develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value.
Partner cross-functionally to translate business needs and product requirements into new solutions for customers.
Evolve and iterate on our customer onboarding strategy.
Work with internal teams and customers to drive adoption, engagement and growth.
Help customers identify, quantify, and work toward transformational goals in partnership with Moveworks.
Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders.
Act as the voice of the customer, gathering customer feedback and helping share the product roadmap.