Customer Success Manager

Calgary, Alberta, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Computing, Enterprise Software, AI TechnologyIndustries

Requirements

Candidates should have experience in leveraging or contributing to customer success, with a strong understanding of customer needs and business goals. Experience in identifying criteria for assisting customers using Success Plays in the Success Platform is required. The ability to work with internal teams such as Sales, Product, and Support to resolve issues and mitigate risks is also necessary. Experience in customer advocacy and building strong customer relationships is essential.

Responsibilities

The Customer Success Manager will be the primary point of contact for customers, ensuring they achieve their desired outcomes and maximize value from their ServiceNow investment. This includes owning and overseeing the Customer Impact Plan, driving customer action through adoption metrics, and aligning with customer KPIs. Responsibilities also involve ensuring customers are technically healthy, promoting product adoption, managing escalated client issues, and acting as a customer advocate within the company. The CSM will conduct customer business reviews, identify and address adoption blockers, and drive recommendations based on customer goals.

Skills

Customer Relationship Management

Customer Success

Account Management

KPI Alignment

Risk Management

Product Adoption

Business Reviews

Customer Retention

Technical Health

Problem Solving

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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