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As a Senior Customer Success Manager on the EMEA team, you will sit at the intersection of innovation, enterprise scale, and real-world impact. Moveworks, now part of ServiceNow, is combining an industry-leading AI Assistant with ServiceNow's workflow platform to deliver intelligent support across IT, HR, Finance, and beyond.
This is an early-stage, lean region opportunity. You will be one of a small team covering a large, multi-country, multi-language territory. Rather than executing established playbooks, you will build the motions, processes, and frameworks that don't yet exist. You'll operate with less structure than you might expect from a company of this size, wearing multiple hats: strategist, operator, trusted advisor to executives, internal customer advocate, and driver of adoption and long-term partnership. This role is ideal if you're energized by ambiguity and being first-in-region.
Key responsibilities include:
- Own and grow a portfolio of strategic customers, guiding them from go-live through value realization
- Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to business outcomes
- Drive adoption and expansion of the Moveworks AI Assistant across ServiceNow workflows
- Build the EMEA success motion from the ground up—creating playbooks, frameworks, and repeatable processes
- Translate customer business needs into actionable solutions and influence product roadmap evolution
- Identify, quantify, and track success metrics tied to efficiency, cost savings, and employee experience
- Proactively manage risk, expectations, and change across diverse regional and cultural contexts
- Act as the voice of the customer internally, sharing insights and success stories
- Support renewal and expansion by demonstrating ongoing value and business impact
Requirements:
- 6+ years in Customer Success, post-sales Account Management, Implementation, or Consulting within SaaS
- Proven track record as a builder: you've created customer success motions, playbooks, or processes from scratch, not just executed existing ones. Experience being first-in-region, first-on-an-account, or operating without established support structure
- Comfort with ambiguity; ability to make confident decisions with incomplete information and stay effective when priorities shift
- Hands-on fluency with AI in your work—using AI-powered tools, automating workflows, or applying AI-driven insights—with a point of view on how AI reshapes functions and industries
- Experience supporting large enterprise customers and navigating complex, multi-stakeholder environments
- Strong ability to explain technical and AI-driven solutions in clear, business-oriented terms
- Proven ability to build executive relationships and influence outcomes at multiple levels
- Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
- Comfort working across multiple countries, cultures, and languages
- Bachelor's degree or equivalent practical experience
- Willingness to travel across the region as needed (typically 10–25%)
- Fluency in English and German essential
