Senior Customer Success Manager - Moveworks

ServiceNow

12d

About The Position

The Senior Customer Success Manager guides Moveworks and ServiceNow customers through AI-powered transformation, helping them achieve measurable business outcomes through intelligent automation and enterprise workflow integration. The role is both strategic and operational: serving as a trusted advisor to executives, advocating for customers internally, and driving adoption, value realization, and long-term partnerships.

The manager owns a portfolio of at least 25 mid-market and enterprise customers, from go-live through ongoing value realization. They help customers expand use of the Moveworks AI Assistant across ServiceNow workflows, connect customer needs to actionable solutions, and track outcomes such as efficiency, cost savings, and employee experience. They also manage risks and change, contribute customer insights to product evolution, and support renewals and expansions by demonstrating business impact. Approximately 10–25% travel is expected.

Requirements

• Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving.
• At least 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.
• Ability to explain technical and AI-driven solutions in clear, business-oriented terms.
• Proven ability to build executive relationships and influence outcomes at multiple levels.
• Process-oriented mindset with strong problem-solving and change management skills.
• Comfort operating in fast-moving, evolving product environments.
• Bachelor’s degree or equivalent practical experience.
• Willingness to travel approximately 10–25%.

Nice To Haves

• Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation.
• ServiceNow experience.

Responsibilities

• Own and grow a portfolio of 25 or more mid-market and enterprise customers, guiding them from go-live through long-term value realization.
• Serve as a trusted advisor to executive sponsors and align AI-driven solutions with strategic business outcomes.
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows.
• Translate customer business needs into actionable solutions and influence 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 to help customers navigate complex environments.
• Represent the voice of the customer internally by sharing insights, feedback, and success stories.
• Support renewal and expansion motions by demonstrating ongoing value and business impact.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior