Senior Customer Success Manager - Moveworks

ServiceNow•Santa Clara, CA

5d•Hybrid

About The Position

Moveworks is the Agentic AI Assistant platform that empowers the entire workforce. Our platform enables employees to converse with all of their business systems through natural language to quickly find answers and automate tasks. Powered by the world's most advanced LLMs, our proprietary models, and a sophisticated Agentic AI platform, we're transforming how work gets done by allowing AI to take initiative, streamline complex workflows, and continuously learn and adapt. Moveworks is trusted by over 5.5 million employees at more than 350 of the world’s largest companies, including 10% of the Fortune 500, to automate everyday tasks and streamline business operations. Recognized on the Forbes Cloud 100 and AI 50 lists, Moveworks was also named one of Fast Company’s 2025 Most Innovative Companies and Inc’s Best in Business, in the Best in Innovation category. Moveworks was also recognized at Microsoft’s 2025 Partner of the Year and in 2024, received the AI Breakthrough Award. In December 2025, Moveworks was acquired by ServiceNow, marking a pivotal milestone in our journey to create a single front door to work for all business systems. By combining ServiceNow’s standard-setting workflow automation with Moveworks’ Reasoning Engine and natural language capabilities, we deliver the AI platform for every person and every workflow. Built to go beyond basic summaries to deliver meaningful business impact. Together, our AI acts across enterprise systems to turn conversations into completed work. By joining our team, you’ll be at the forefront of the AI transformation, backed by the global scale of ServiceNow and the agility of a high-growth company. We are looking for world-class talent to help us extend agentic AI to every employee across every corner of the business. It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. What you get to do in this role: Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows Translate customer business needs into actionable solutions, influencing roadmap and product evolution Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments Act as the voice of the customer internally, sharing insights, feedback, and success stories Support renewal and expansion motions by demonstrating ongoing value and business impact Why This Role Matters: This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together, Moveworks and ServiceNow are shaping the future of enterprise productivity, and this role is on the front lines of that transformation.

Requirements

5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS
Experience supporting medium to large enterprise customers and navigating complex stakeholder environments
Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
Proven ability to build executive relationships and influence outcomes at multiple levels
Process-oriented mindset with strong problem-solving and change management skills
Comfortable operating in fast-moving, evolving product environments
Bachelor’s degree or equivalent practical experience
Willingness to travel approximately 10–25%

Nice To Haves

ServiceNow experience a plus

Responsibilities

Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization
Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows
Translate customer business needs into actionable solutions, influencing roadmap and product evolution
Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience
Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments
Act as the voice of the customer internally, sharing insights, feedback, and success stories
Support renewal and expansion motions by demonstrating ongoing value and business impact