ServiceNow

Senior Customer Success Manager - Federal

ServiceNow$110K — $130K *
US-AnywhereRemote in Washington, DC
Education, Government & Non-Profit
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in account management, implementation, or sales in software/SaaS
  • Experience managing U.S. Federal Government customers as a trusted advisor
  • Ability to explain technical solutions and develop business cases
  • Experience with deployments for large enterprise customers
  • Strong problem-solving skills and process-oriented mindset
  • Proven ability to build relationships with senior executives
  • Diplomatic, tactful, and composed under pressure
  • Desire for continuous learning and growth
  • Bachelor's degree required
  • Willingness to travel 10-25% as needed

Responsibilities

  • Partner with initial customers to drive product value
  • Develop trusted advisor relationships with executive sponsors
  • Translate business needs into new customer solutions
  • Evolve and iterate customer onboarding strategy
  • Drive adoption, engagement, and growth with internal teams and customers
  • Help customers achieve transformational goals with Moveworks
  • Act as the voice of the customer to gather feedback
  • Communicate product changes to stakeholders strategically

Benefits

  • Flexible work personas offering remote or in-office options
  • Opportunity for personal and professional growth
  • Collaborative environment that values input and feedback
  • Engagement with customers and partners in meaningful ways
  • A culture of trust and support for career development
Full Job Description
Job Description

MUST RESIDE IN THE DC METRO AREA

What you get to do in this role:
  • You partner with our initial customers to drive product value
  • You develop trusted advisor relationships with executive sponsors to ensure they are achieving full business value
  • You partner cross-functionally to translate business needs and product requirements into new solutions for customers
  • You will evolve and iterate on our customer onboarding strategy
  • You work with internal teams and customers to drive adoption, engagement and growth
  • You will help customers identify, quantify, and work toward transformational goals in partnership with Moveworks
  • You will adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
  • You will act as the voice of the customer, gathering customer feedback and helping share the product roadmap


Qualifications

To be successful in this role you have:
  • You have 5+ years of account management, implementation, or sales experience in software/SaaS
  • Manage a portfolio of U.S. Federal Government customers, serving as the trusted advisor throughout the customer lifecycle. Prior experience supporting Federal customers is required.
  • You have experience in explaining technical solutions, establishing goals, developing opportunities, building + selling business cases, and improving customer experience
  • You have experience supporting deployments with large enterprise customers
  • Process focused with strong problem-solving ability - always searching for a smarter, better way to achieve a goal
  • You have experience building strong internal and external relationships, including with senior-level executives throughout companies
  • You are diplomatic, have tact and you are poised under pressure
  • You possess a voracious appetite to learn and grow
  • You have completed a Bachelor's degree
  • You are willing to travel 10-25% of the time


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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