Associate Customer Success Manager

Associate Customer Success Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Associate Customer Success Manager (CSM) is the primary point of contact / orchestration lead for all matters related to Impact features and benefits depending on the customer's Impact package). They drive customer interactions and ensure that the Impact Team meets the timelines and deliverables outlined in the Customer Impact Plan, which defines the key initiatives to help the customer achieve their agreed-upon business outcomes.

The CSM owns the Customer Impact Plan, overseeing delivery of Impact packages and drive customer action through an understanding of adoption metrics and aligns to customer KPIs and business goals. They are also responsible for managing critical risks and mitigation strategies, conducting periodic Customer Business reviews with the customer to provide updates, refine the Impact Plan and report on adoption.

The CSM aims to ensure customers achieve their desired outcomes and foster a strong relationship to enhance customer satisfaction and retention.

Responsibilities:

• Oversee a diverse customer portfolio and ensure execution of structured deliverables, moving them along their Success Path by linking customer's business objectives, capabilities and success metrics
• Ensure onboarding completion via CS Guide team, and focus on success planning through predefined process, ensuring a smooth transition for new customers
• Drive recommendations and next steps based on Customer goals across ServiceNow's success offering
• Effective at identifying internal teams to help drive ultimate customer success, such as with Sales, Product and Support teams to resolve issues and mitigate risks
• Evaluate customer maturity level, and any existing blockers to their adoption, addressing roadblocks with customers and giving appropriate recommendation to improve adoption and business value
• Conduct effective customer interactions including i) kick off calls to review deliverables, timelines and expected outcomes (gaining insight into customer business challenges and needs and agreeing upon path to success), and ii) check-ins to ensure platform usage aligns with best practice and lead period reviews to track success metrics alongside Customer Impact Plan (CIP)
• Support high level customer advocacy by promoting success stories and use cases

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 AI's potential impact on the function or industry.
• 3+ years of related work experience; Customer Success, Project Management, Business Admin, and/or SaaS.
• Ability to take full ownership of customer portfolio, act with autonomy, and make key decisions to drive effective customer outcomes.
• Ability to drive effective and influential conversations with various stakeholders and leadership levels.
• Ability to facilitate discussions and navigate customers' objections.
• Ability to leverage data and analytics to make informed decisions and provide recommendations that drive achievement of customer business objectives.
• Proven ability to collaborate effectively with cross-functional teams.
• Committed to continuous learning, ongoing professional development, and staying abreast of industry trends, and emerging technologies.
• Proven strategic advisory skills to help provide best practices to optimize ServiceNow environment and accelerate time to value and growth.
• Passionate about customers and value realization.
• Outstanding communication and presentation skills.
• ServiceNow experience and/or certifications is a plus.
• This role requires you in office two days a week.

For positions in this location, we offer a base pay of $73,800 - $90,000, 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.