Customer Success Manager

About the position

The role of the Customer Success Manager 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.

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

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 5+ years of experience providing customer professional services or related business support
• TS/SCI clearance highly preferred but not required
• Federal industry experience
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Experience in working collaboratively
• ServiceNow accreditations or certifications a plus

Benefits

• Base pay of $97,800-$128,000 plus 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