ServiceNow

Digital Customer Success Manager

ServiceNow$116K — $192K *
Enterprise Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5-10 years in Customer Success or related roles
  • Track record of improving adoption and retention in SaaS
  • Experience in building digital Customer Success programs
  • Proficient in developing health scores and segmentation
  • Familiarity with customer success platforms and marketing automation
  • A blend of strategic and hands-on operational skills
  • Experience utilizing AI and automation to enhance engagement

Responsibilities

  • Design and execute onboarding and product usage lifecycle programs
  • Create targeted engagement campaigns for varied customer maturity
  • Recommend adoption enhancements to Product and Marketing teams
  • Develop automated interventions for at-risk customers
  • Collaborate with CSMs for targeted outreach based on customer signals
  • Measure and enhance key metrics linked to renewals
  • Own the customer journey throughout onboarding to renewal

Benefits

  • Flexible spending accounts
  • 401(k) Plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donations for contributions
  • Flexible time away plan
  • Family leave programs
Full Job Description
Job Description

The Digital Customer Success Program point person is responsible for designing and operating a scaled, digital-first customer engagement program within CS Operations that drives product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment.

This role owns the digital customer journey motions from onboarding through renewal-creating scalable plays and campaigns that deliver value at scale while intelligently routing accounts to human touch (CSM engagement) when signals indicate risk or expansion opportunity. You will partner closely with Mid-Market CSM Principals to shape program strategy, define segmentation and engagement rules, and ensure the digital program amplifies (not replaces) human-led relationships.

You are both strategist and operator: defining the program architecture, building the plays, running the daily operations, and translating customer signals into action.

Key Responsibilities

Drive Adoption
  • Design and execute lifecycle programs that accelerate onboarding, feature adoption, and time-to-value.
  • Create targeted engagement campaigns based on maturity and product usage.
  • Identify and recommend adoption improvements (in-product guidance, education, webinars, self-service resources) to Product and Marketing teams.

Protect Gross Revenue Retention
  • Develop automated interventions for at-risk customers.
  • Partner with CSMs to prioritize outreach and remediation efforts based on customer signals and business impact.
  • Measure and improve key indicators tied to renewal outcomes.

Digital Customer Programs
  • Own the digital customer journey from onboarding through renewal.
  • Create scalable programs that increase engagement without increasing headcount.
  • Leverage AI and automation to personalize customer experiences at scale.

Reasoning & Insights
  • Monitor adoption, engagement, and retention metrics.
  • Build dashboards and reporting for Executives and Customer Success teams.
  • Translate customer behavior data into actionable recommendations.

Cross-Functional Leadership
  • Partner with Product to improve adoption of strategic capabilities.
  • Work with Marketing on customer education and lifecycle communications.
  • Collaborate with CS Operations on tooling, data quality, and reporting.

Success Metrics
  • Gross Revenue Retention (GRR)
  • Renewal rate
  • Product adoption and feature utilization
  • Customer health score improvements
  • Shortened Time-to-value
  • Expansion-ready account creation
  • Digital engagement rates
  • Reduction in at-risk accounts
  • CSM capacity leverage


Qualifications

To be successful in this role you have:
  • 5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles.
  • Demonstrated success improving adoption and retention in a SaaS environment.
  • Previous experience building and launching a digital CS program
  • Strong reasoning skills with experience building health scores, segmentation, and customer journey programs.
  • Experience with customer success platforms, CRM systems, and marketing automation tools.
  • Comfortable operating as both strategist and builder.
  • Experience leveraging AI and automation to scale customer engagement.

For positions in this location, we offer a base pay of $116,400 - $192,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ

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