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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 building trusted relationships from practitioner to C-level, developing and managing comprehensive Customer Impact Plans, and applying banking domain expertise to help customers address operational resilience, regulatory compliance, risk management, cybersecurity, customer and employee experience, technology modernization, and responsible AI adoption.
Key responsibilities include managing a portfolio of banking customers and driving adoption through coaching on the ServiceNow Platform, governance, and best practices. You will lead governance meetings, workshops, executive business reviews, and on-site sessions to advance customer priorities and demonstrate value. You will monitor customer health, anticipate and mitigate renewal risk, and mobilize cross-functional teams to resolve critical issues. Additionally, you will orchestrate ServiceNow teams and strategic partners—including Product and Support—to align commitments and delivery to influence long-term account strategy. You will advocate for customers by communicating feedback, patterns, and industry needs while managing competing priorities with clear documentation and consistent follow-through.
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, with a proven track record of driving measurable gains in adoption, value realization, satisfaction, and retention
- Proven ability to turn ambitious customer goals into actionable success plans, adoption roadmaps, governance frameworks, 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
