Customer Success Manager

$84,200 - $139,000/Yr

ServiceNow - San Diego, CA

Full-time - Mid Level

San Diego, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The role of the Customer Success Manager at ServiceNow is pivotal in ensuring that our customers achieve their desired business outcomes while maximizing the value of their investment in our products. As a Customer Success Manager, you will act as an advocate for your assigned portfolio of customers, guiding them through their journey with ServiceNow. This involves understanding each customer's unique needs and challenges, and providing prescriptive guidance to foster greater adoption and usage of our products. You will leverage ServiceNow's best practices, innovations, and capabilities to help customers realize their goals and drive success. In this position, you will oversee customer outcomes engagement, ensuring that customers are technically healthy and utilizing the most recent version of our products. You will identify criteria for assisting customers through the Success Plays in the Success Platform, promoting ServiceNow's customer success stories and processes. Your role will also involve ensuring that customers obtain maximum value from their ServiceNow investment and effectively use their licenses. Collaboration with various ServiceNow teams will be essential to improve product adoption and expand the customer footprint. Additionally, you will be responsible for resolving any escalated client issues swiftly, utilizing resources from across the company ecosystem. Acting as a customer advocate within ServiceNow, you will ensure that customer perspectives and needs are represented in decision-making processes. Building and maintaining strong relationships with customers will be key, as you become a trusted advisor and advocate for their needs, ultimately driving customer satisfaction and loyalty.

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 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.
• Resolve escalated client issues 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.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Experience in working collaboratively.
• 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

• 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.