Customer Success Manager

Employment Type: Full-time Location Type: Remote

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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Position Overview

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.

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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.

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Qualifications

To be successful in this role you must have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 5+ years of experience providing customer professional services or related business support.
• Federal or DOD industry experience.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Experience in working collaboratively.
• TS/SCI clearance highly preferred but not required.
• ServiceNow accreditations or certifications a plus.

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Compensation and Benefits

• Salary: $97,000 - $120,000 (base pay, plus equity when applicable, variable/incentive compensation).
• Sales positions: Generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Note: Base pay is a guideline; individual total compensation will vary based on qualifications, skill level, competencies, and work location.
• Benefits: Health plans (including flexible spending accounts), 401(k) Plan with company match, ESPP, matching donations, flexible time away plan, and family leave programs.
• Compensation Note: Compensation is based on the geographic location of the role and is subject to change based on work location.

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Additional Information

• Work Personas: ServiceNow approaches its distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to employees depending on the nature of their work. Learn more here.

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Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.