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Salary: USD 113,700 - 175,000 / annual
ServiceNow is seeking a Senior Customer Success Manager to lead customer relationships and drive product adoption within the U.S. Federal Government sector. This role is based in the DC Metro area and requires residency in that region.
In this position, you will partner with initial federal customers to maximize product value and establish trusted advisor relationships with executive sponsors. You will work cross-functionally to translate business needs into tailored solutions, evolve customer onboarding strategies, and drive adoption and engagement across your portfolio. You will help customers identify and work toward transformational goals, adapt to product changes, and serve as the voice of the customer by gathering feedback and communicating product roadmap insights to internal stakeholders.
Key responsibilities include managing a portfolio of U.S. Federal Government customers throughout their lifecycle, explaining technical solutions, establishing goals, developing business cases, and improving customer experience. You will support large enterprise deployments, build strong relationships with senior-level executives, and travel 10–25% of the time to customer sites.
ServiceNow is an AI control tower for business reinvention, helping 85% of the Fortune 500 work smarter and faster. The company is building an AI-native culture where technology and talent drive meaningful work.
Requirements:
- 5+ years of account management, implementation, or sales experience in software/SaaS
- Prior experience supporting U.S. Federal Government customers (required)
- Ability to explain technical solutions, establish goals, develop opportunities, and build business cases
- Experience supporting deployments with large enterprise customers
- Strong problem-solving skills and process focus
- Ability to build strong internal and external relationships, including with senior executives
- Diplomatic, tactful, and poised under pressure
- Voracious appetite to learn and grow
- Bachelor's degree required
- Willingness to travel 10–25% of the time
