Customer Success Manager

Location Type: Remote Employment Type: Full-time

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.

Job Description

What you get to do in this role:

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.

• 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.
• 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.

Qualifications

To be successful in this role you 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.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• ServiceNow accreditations or certifications (a plus).
• Strategic technology industry knowledge.
• 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.

Compensation and Benefits

• Base Pay: $100,000 - $130,000 (This is a guideline and individual compensation will vary based on qualifications, skill level, competencies, and work location).
• Additional Compensation: Equity (when applicable), variable/incentive compensation.
• Sales Positions: Generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Benefits: Health plans (including flexible spending accounts), 401(k) Plan with company match, ESPP, matching donations, flexible time away plan, and family leave programs.

Note: Compensation is based on the geographic location of the role and is subject to change based on work location.

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 that are assigned to ServiceNow employees depending on the nature of their work and their assign.