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ServiceNow is seeking a Senior Customer Success Manager focused on the banking vertical to serve as the primary orchestration lead for a portfolio of banking customers using ServiceNow Impact. In this role, you will act as a trusted advisor, applying ServiceNow best practices and deep banking industry insight to align platform capabilities with each customer's business, regulatory, and transformation priorities.
You will own the Customer Impact Plan for each account, aligning ServiceNow activities, Impact entitlements, adoption milestones, and success measures to customer goals and KPIs. Your responsibilities include managing relationships across all levels—from practitioners to C-suite executives—and building multi-year transformation roadmaps that deliver measurable business outcomes.
Key responsibilities:
- Manage a portfolio of banking customers, building trusted relationships and aligning ServiceNow solutions to transformation goals and measurable outcomes
- Develop and manage Customer Impact Plans that align platform capabilities, entitlements, adoption priorities, KPIs, and transformation roadmaps
- Apply banking industry knowledge to help customers address operational resilience, regulatory compliance, risk, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption
- Drive adoption and self-sufficiency by coaching customers on the ServiceNow Platform, governance, and best practices
- Lead governance meetings, workshops, executive business reviews, and on-site sessions that advance customer priorities and demonstrate value
- Monitor customer health, anticipate and mitigate renewal risk, and mobilize cross-functional teams to resolve critical issues and escalations
- Orchestrate ServiceNow teams and strategic partners (Product, Support) to align commitments and delivery, influencing long-term account strategy
- Advocate for customers by communicating feedback, patterns, and industry needs while managing competing priorities
Success is measured by value realization, adoption, platform health, satisfaction, retention, and the strength of the long-term customer relationship.
REQUIREMENTS:
- 5+ years of success in Customer Success or a consultative technology role, driving measurable gains in adoption, value realization, satisfaction, and retention
- Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance, and measurable outcomes
- SaaS or IT expertise, with the ability to translate ServiceNow or comparable enterprise platform capabilities into clear business value
- Strong record of guiding large enterprise customers and earning credibility with senior and C-level stakeholders
- Executive presence and exceptional communication, facilitation, analytical, and problem-solving skills
- Ability to mobilize cross-functional teams, navigate complexity, and deliver results across multiple customers and priorities
- Knowledge of AI tools, governance, privacy, model risk, and responsible use in regulated environments; ServiceNow experience and credentials are a plus
