SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ServiceNow seeks a Senior Customer Success Manager to serve as the primary business liaison between customers and internal cross-functional teams including Executive, Product, Engineering, Sales, Training, and Enablement. This role owns a portfolio of customers post-sale, building and maintaining success plans tied to security objectives while driving adoption and platform utilization.
Key responsibilities include understanding customer use cases and providing recommendations to improve security posture; ensuring deployment and configuration align with business objectives and timelines; guiding customers through adoption so their teams operate independently; staying current on third-party integrations; identifying and mitigating risk early; partnering with Sales on renewals and growth opportunities; designing scaled programs that lift outcomes across the portfolio; building reusable playbooks and AI workflows; mentoring junior CSMs; and serving as customer advocate across the organization.
The ideal candidate brings 8+ years in Customer Success Management, Technical Account Management, or related customer-facing technical roles, combined with 8+ years in network engineering, architecture, support, or design. Additional requirements include 5+ years in service delivery or technical account management, 3+ years in IT/security/healthcare technology, and familiarity with network protocols across OT/ICS, biomedical, or traditional IT infrastructures. Strong communication across technical and executive audiences, proven ability to identify and resolve risk, experience mentoring CSMs, and hands-on use of AI tools are essential. A Bachelor's degree in Computer Science, Information Systems, or related field (or relevant certifications like CISSP, Security+, CEH) is required. Bonus qualifications include healthcare/ICT device knowledge, IT/IoT/healthcare systems security experience, scaled customer success model experience, and Portuguese proficiency.
