Senior Customer Success Manager

As a key member of the Customer Success team you will be a trusted advisor and single point of contact for your portfolio of customers guiding them on their post-sale journey to maximize the value of their ServiceNow investment. You will build strategic long-term relationships with customers drive adoption and ensure business outcomes are achieved through personalized guidance data-driven insights and continuous collaboration with internal teams.

This role combines strategic thinking customer relationship management and operational excellence to ensure customers receive the most value from their ServiceNow products. You will be instrumental in helping customers scale their usage and drive innovation across their business while ensuring a seamless experience through the full lifecycle of their ServiceNow partnership.

What You Get to Do in This Role:

• Drive Business Outcomes:  Own a portfolio of customers guiding them through the entire post-sale experience. Ensure they achieve business objectives and maximize the value of their ServiceNow investment.
• Strategic Guidance:  Build trusted advisor relationships with key stakeholders at multiple levels within the customer organization. Align ServiceNows solutions with their business goals and provide recommendations that drive both short-term and long-term success.
• Customer Success & Adoption:  Drive adoption and product utilization across your accounts ensuring customers gain maximum value from their ServiceNow products. Focus on expanding use cases and ensuring customer satisfaction and retention.
• Create Tailored Success Plans:  Develop personalized success plans for each customer with clear milestones and outcomes. Conduct regular quarterly reviews to track progress provide insights and adjust strategies as needed.
• Lead Issue Resolution:  Proactively monitor customer health addressing potential risks and escalated issues in a timely and collaborative manner. Work with cross-functional teams to ensure swift resolution.
• Drive Innovation and Advocacy:  Be a champion for ServiceNow sharing customer success stories and helping create new use cases that showcase the impact of the platform. Promote continuous improvement by feeding customer insights into ServiceNows broader initiatives.
• Cross-Functional Collaboration:  Partner closely with Sales Account Management and other internal stakeholders to align on strategy and ensure a cohesive experience for customers. Work collaboratively across teams to drive seamless execution and successful outcomes.

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• Experience in SaaS or IT Industry:  Strong knowledge of ServiceNow or similar SaaS platforms.
• 8 years of experience  working in a technology-driven consultative environment where youve helped customers deploy and derive value from digital solutions.
• Proven Customer Success Track Record:  A history of driving successful business outcomes for customers ensuring high levels of satisfaction adoption and renewal.
• Relationship Building:  Strong interpersonal skills with a proven ability to build and maintain relationships with senior customer stakeholders including C-level executives.
• Analytical & Problem-Solving Skills:  Strong quantitative analysis abilities with a knack for assessing customer needs and identifying opportunities for improvement or expansion. Comfortable using data to drive decision-making .
• Entrepreneurial Mindset:  A creative high-energy self-starter who thrives in fast-pacedambiguous and dynamic environments. Ability to manage multiple initiatives independently and drive initiatives to completion.
• Collaborative and Cross-Functional:  A team player with the ability to work across various internal functions (Sales Product Support) to ensure alignment and success for the customer.
• Excellent Communication:  Exceptional written and verbal communication skills. Comfortable presenting to senior stakeholders both internally and externally and able to tailor communication for different audiences.
• Right to work in the country 

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. Learn more here .

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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