ServiceNow

Senior Customer Success Manager - Moveworks

ServiceNow$113K — $199K *
US-AnywhereRemote in Santa Clara, CA
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS
  • Experience with medium to large enterprise customers and complex stakeholder environments
  • Ability to explain technical and AI-driven solutions in business-oriented terms
  • Familiarity with workflow platforms and enterprise automation, with ServiceNow experience being a plus
  • Proven capability to build executive relationships and influence outcomes at multiple levels
  • Process-oriented mindset with strong problem-solving skills
  • Comfortable in fast-moving, evolving product environments
  • Bachelor's degree or equivalent practical experience
  • Willingness to travel 10-25%

Responsibilities

  • Own and grow a portfolio of 25+ mid market enterprise customers from go-live to long-term value realization
  • Serve as a trusted advisor to executive sponsors, aligning AI solutions with strategic outcomes
  • Drive adoption and engagement of Moveworks AI Assistant across ServiceNow workflows
  • Translate customer business needs into actionable solutions, influencing product evolution
  • Identify and track customer success metrics related to efficiency and cost savings
  • Manage risks, expectations, and change to help customers navigate complex environments
  • Act as the voice of the customer, sharing insights and success stories internally
  • Support renewal and expansion efforts by demonstrating ongoing value

Benefits

  • Flexible work arrangements with trust-based work personas
  • Health plans with flexible spending accounts
  • 401(k) Plan with company match
  • Employee Stock Purchase Plan (ESPP)
  • Matching donations program
  • Flexible time away plan
  • Family leave programs
Full Job Description
Job Description

What you get to do in this role:
  • Own and grow a portfolio of 25 or more mid market enterprise customers, guiding them from go live through long-term value realization
  • Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic business outcomes
  • Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows
  • Translate customer business needs into actionable solutions, influencing 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, ensuring customers successfully navigate complex environments
  • Act as the voice of the customer internally, sharing insights, feedback, and success stories
  • Support renewal and expansion motions by demonstrating ongoing value and business impact


Qualifications

To be successful in this role you have:
  • 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
  • Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
  • Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
  • Proven ability to build executive relationships and influence outcomes at multiple levels
  • Process-oriented mindset with strong problem-solving and change management skills
  • Comfortable operating in fast-moving, evolving product environments
  • Bachelor's degree or equivalent practical experience
  • Willingness to travel approximately 10-25%


Why This Role Matters:

This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together, Moveworks and ServiceNow are shaping the future of enterprise productivity, and this role is on the front lines of that transformation.

FD21

For positions in this location, we offer a base pay of $113,700 - $199,000, 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.

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

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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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