Job Summary
We are seeking a Customer Success Manager to oversee customer outcomes and engagement across an assigned portfolio. The role will focus on understanding customer needs, driving ServiceNow adoption, maximizing platform value, managing customer relationships, and coordinating with internal teams to resolve issues and mitigate risks. The ideal candidate should be comfortable working with technical products, managing multiple priorities, and applying AI-enabled tools to improve customer success outcomes.

Key Responsibilities
• Oversee customer outcome engagements for assigned customers by understanding their needs, challenges, business objectives, and success metrics.
• Ensure customers maintain technical health and stay current with relevant product versions and capabilities.
• Identify opportunities to assist customers through structured Success Plays and success planning processes.
• Promote customer success stories, best practices, processes, and relevant ServiceNow use cases.
• Help customers maximize the value of their ServiceNow investment and optimize license utilization.
• Collaborate with ServiceNow teams to improve product adoption and expand platform usage.
• Coordinate the resolution of escalated customer issues by engaging appropriate resources across the organization.
• Act as a customer advocate and represent customer perspectives and needs within internal decision-making processes.
• Build and maintain strong customer relationships while serving as a trusted advisor.
• Manage a diverse customer portfolio and execute structured deliverables that progress customers along their Success Path.
• Link customer business objectives, platform capabilities, and success metrics to develop effective success plans.
• Ensure onboarding completion through the appropriate customer success processes and support a smooth transition to ongoing success planning.
• Drive recommendations and next steps based on customer goals and available ServiceNow success offerings.
• Partner with Sales, Product, Support, and other internal teams to drive customer success, resolve issues, and mitigate risks.
• Evaluate customer maturity levels, identify adoption blockers, and provide recommendations to improve platform adoption and business value.
• Conduct customer interactions, including kickoff meetings, check-ins, and periodic reviews to align deliverables, timelines, platform usage, best practices, and success metrics.
• Support customer advocacy by promoting success stories and relevant use cases.
• Apply AI tools to streamline workflows, generate insights, and support strategic customer initiatives.

Required Qualifications
• 3+ years of experience providing customer professional services or related business support.
• Ability to provide independent and comprehensive customer services.
• Experience resolving customer issues through analysis and structured problem-solving.
• Strategic understanding of technology and industry trends.
• Familiarity with digital transformation or project management.
• Ability to learn and explain technical products and services.
• Ability to manage multiple customers, priorities, and deliverables simultaneously.
• Strong collaboration skills and ability to partner effectively with Sales, Product, Support, and other internal teams.
• Experience leveraging or critically evaluating how AI can be integrated into work processes, decision-making, or problem-solving.
• Understanding of core AI concepts, ethical considerations, and platform capabilities, with the ability to explain their application in customer contexts.

Preferred Qualifications
• ServiceNow accreditations or certifications.
• Experience working with ServiceNow products and customer success processes.
• Experience applying AI-powered tools, workflow automation, or AI-driven insights to customer and business processes.