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ServiceNow is seeking a Senior Customer Success Manager to lead customer relationships within the U.S. Federal Government sector. This role combines customer success, account management, and strategic advisory responsibilities for a portfolio of federal customers.
Key Responsibilities:
- Partner with initial customers to drive product value and ensure they achieve full business value from ServiceNow's AI platform
- Develop trusted advisor relationships with executive sponsors and senior-level stakeholders
- Translate business needs and product requirements into tailored solutions through cross-functional collaboration
- Evolve and iterate on customer onboarding strategy to improve adoption and engagement
- Drive customer adoption, engagement, and growth through internal and external partnerships
- Help customers identify, quantify, and work toward transformational goals
- Adapt to product changes and communicate limitations strategically to stakeholders
- Act as the voice of the customer, gathering feedback and sharing product roadmap insights
- Support large enterprise customer deployments with 10-25% travel requirement
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 ability and process focus
- Demonstrated ability to build strong relationships with internal and external stakeholders, including C-level executives
- Diplomatic, tactful, and composed under pressure
- Strong appetite for learning and growth
- Bachelor's degree required
- Willing to travel 10-25% of the time
- Must reside in DC Metro Area
