Customer Success Manager

ServiceNow - Vienna, VA

Full-time - Mid Level

Vienna, VA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager at ServiceNow is responsible for advocating for customers and overseeing their engagement to ensure they achieve desired business outcomes. This role involves fostering greater adoption of ServiceNow products, providing prescriptive guidance, and leveraging best practices to maximize customer value from their investments.

Responsibilities

• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote ServiceNow customer success stories and processes
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Work with ServiceNow teams to improve product adoption and increased footprint
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs.

Requirements

• 3+ years of experience providing customer professional services or related business support
• Public Sector industry experience
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• ServiceNow accreditations or certifications a plus
• Familiarity with digital transformation, or project management
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• Works well in a collaborative team environment, partnering with sales, product, and support teams.

Nice-to-haves

• ServiceNow accreditations or certifications
• Familiarity with digital transformation or project management

Benefits

• Base pay of $93,600 - $139,200
• Equity (when applicable)
• Variable/incentive compensation
• Health plans including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs