Senior Customer Success Manager

Senior 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.

Job Description

The role of the Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

You will oversee the engagement and outcomes for customers in your portfolio

Ensure customers are technically healthy and on the most recent version of our product

Leverage existing Success Plays to assist customers, but also assist new Success Plays

Work with customers to create new use case/success stories

Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses

Guide other ServiceNow teams to address customer issues

Oversee projects identified by leaders

Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem

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 AI's potential impact on the function or industry.

Minimum 7 years of related work experience; OR equivalent work experience

Creativity with comfort running projects independently

Improve complex issues through analysis and resolution

Succeed in working collaboratively

ServiceNow certifications

Open to travel around 20% of the year