Customer Success Manager

Employment Type: Full-time Location Type: Remote Salary: Not Specified

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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 Customer Success Manager acts as an advocate for our customers, overseeing a portfolio of clients 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 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 effectively.
• Work with ServiceNow teams to improve product adoption and increase footprint.
• Ensure any escalated client issues are resolved quickly, utilizing resources from across the company ecosystem.

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Qualifications

To be successful in this role, you have:

• Experience with AI Integration: 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.
• Customer Service Experience: 3-5 years of experience providing customer professional services or related business support.
• Independent Service Delivery: Ability to provide independent comprehensive services.
• Problem Resolution: Experience resolving issues through analysis.
• Collaboration Skills: Experience in working collaboratively.
• Certifications: ServiceNow accreditations or certifications are a plus.

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Additional Information

Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees based on their work nature and assigned work location. ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service to determine eligibility for a work persona.

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 legal requirements.

Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities.