Job Summary
We are seeking a Customer Success Manager to oversee customer outcomes and drive adoption, technical health, and business value across a portfolio of ServiceNow customers. The ideal candidate will understand customer needs and challenges, build strong relationships, coordinate cross-functional teams, and ensure customers maximize the value of their ServiceNow investment.
Key Responsibilities
• Oversee customer outcomes engagements and understand customer needs, objectives, and challenges.
• Ensure customers maintain technical health and remain on the most recent version of the product.
• Identify opportunities to assist customers using Success Plays within the Success Platform.
• Promote ServiceNow customer success stories, processes, use cases, and best practices.
• Ensure customers maximize the value of their ServiceNow investment and effectively use their licenses.
• Partner with ServiceNow teams to improve product adoption and increase platform footprint.
• Coordinate the resolution of escalated client issues using resources across the company ecosystem.
• Act as a customer advocate and represent customer perspectives and needs within the organization.
• Build and maintain strong customer relationships while serving as a trusted advisor.
• Manage a diverse customer portfolio and execute structured deliverables aligned with the Success Path.
• Connect customer business objectives, platform capabilities, and success metrics to drive measurable outcomes.
• Ensure onboarding completion through the CS Guide team and support success planning through established processes.
• Provide recommendations and define next steps based on customer goals and available ServiceNow success offerings.
• Collaborate with Sales, Product, Support, and other internal teams to drive customer success and mitigate risks.
• Evaluate customer maturity levels and identify blockers to platform adoption.
• Recommend strategies to address adoption roadblocks and improve business value.
• Conduct customer kickoff calls to review deliverables, timelines, and expected outcomes.
• Conduct regular customer check-ins to ensure platform usage aligns with best practices.
• Lead periodic reviews to track success metrics and progress against the Customer Impact Plan (CIP).
• Support customer advocacy initiatives by promoting success stories and successful use cases.
• Leverage AI tools to streamline workflows, generate insights, and support customer success 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 the technology industry.
• Familiarity with digital transformation or project management.
• Comfortable learning and explaining technical products or services.
• Ability to manage multiple customers, priorities, and deliverables simultaneously.
• Strong collaboration skills with Sales, Product, Support, and other cross-functional teams.
• Experience leveraging or critically evaluating AI for work processes, decision-making, problem-solving, workflow automation, or analysis.
• Understanding of core AI concepts, ethical considerations, and AI platform capabilities.
• Ability to explain AI applications in customer contexts with appropriate guidance.
Preferred Qualifications
• ServiceNow accreditations or certifications.
• Experience with ServiceNow customer success or platform adoption.
• Experience applying AI-powered tools to customer workflows and strategic initiatives.
• Experience supporting digital transformation initiatives.
