Sr Customer Success Manager
About The Position
What you get to do in this role: The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals. You will oversee the engagement and outcomes for customers in your portfolio Ensure customers are technically healthy and on the most recent version of our product Leverage existing Success Plays to assist customers, but also assist new Success Plays Work with customers to create new use case/success stories Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses Guide other ServiceNow teams to address customer issues Oversee projects identified by leaders Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem
Requirements
- Experience in leveraging or critically thinking about 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.
- Minimum 7 years of related work experience; OR equivalent work experience
- Creativity with comfort running projects independently
- Improve complex issues through analysis and resolution
- Succeed in working collaboratively
Nice To Haves
- ServiceNow certifications
- FD21
Responsibilities
- Oversee the engagement and outcomes for customers in your portfolio
- Ensure customers are technically healthy and on the most recent version of our product
- Leverage existing Success Plays to assist customers, but also assist new Success Plays
- Work with customers to create new use case/success stories
- Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
- Guide other ServiceNow teams to address customer issues
- Oversee projects identified by leaders
- Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem
Benefits
- health plans, including flexible spending accounts
- a 401(k) Plan with company match
- ESPP
- matching donations
- a flexible time away plan
- family leave programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
