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 increase 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

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 3+ years of experience providing customer professional services or related business support
• Financial Services (Insurance & Fintech) industry experience needed
• 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