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ServiceNow is seeking an Associate Customer Success Manager to join its Impact Guided team in Tokyo. In this role, you will manage multiple customers simultaneously, delivering efficient and scalable support to help them achieve their business outcomes.
Key Responsibilities:
- Manage a portfolio of customers and provide standardized solutions to address common challenges
- Understand customer business goals and plan/execute actions to drive achievement of those goals
- Monitor product usage patterns and maintain technical health, including managing upgrades to latest versions
- Leverage guided content and resources tailored to customer situations to expand adoption and usage breadth
- Share success stories and best practices to maximize customer value realization
- Maintain trusted customer relationships while identifying and resolving technical questions and issues; coordinate with internal specialist teams for smooth escalations
- Collaborate with internal teams to deliver scalable service delivery
You will serve as a first point of contact for customer technical inquiries, applying foundational technical knowledge to ensure appropriate handling and internal coordination.
Requirements:
- 5+ years of experience in customer-facing professional services or customer success roles
- Experience in presales activities (customer proposals, technical demonstrations) with interest in transitioning to post-sales customer success
- Ability to manage multiple customers simultaneously and deliver services efficiently
- Experience integrating AI into business processes and decision-making (AI tool usage, workflow automation, AI analytics)
- Foundational technical knowledge (cloud, IT service management, workflow automation) to address customer technical inquiries
- Technical support experience across the full SaaS lifecycle (sales, implementation, deployment, expansion, operations) with global cloud vendors, including: understanding customer business requirements and proposing appropriate SaaS configuration; providing technical leadership in implementation projects and supporting data migration/integration; optimizing performance, managing upgrades, and driving adoption in operations; analyzing usage patterns to propose expansions and support new feature adoption; knowledge and hands-on experience with SaaS-specific security, governance, identity management, and API integration
- Understanding of business processes (sales, service, marketing, support), supporting business applications, and automation technologies for efficiency
- Ability to apply standardized best practices across multiple customer environments with scalable support skills
- Problem-solving and analytical skills
- Experience collaborating in team environments
- Fluency in Japanese
- Authorization to work in Japan
- ServiceNow certifications are a plus
