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ServiceNow is seeking a Senior Customer Success Manager (titled "Success Advocate") to manage a portfolio of customers and drive business outcomes through adoption and usage of ServiceNow products. In this role, you will act as a customer advocate, overseeing engagement and outcomes for assigned accounts while ensuring customers achieve maximum value from their ServiceNow investment.
Key responsibilities include:
- Oversee customer portfolio engagement and business outcomes
- Ensure customers maintain technical health and run current product versions
- Leverage and develop Success Plays to guide customer adoption
- Collaborate with customers to identify and document new use cases and success stories
- Maximize customer license utilization and product value realization
- Coordinate across ServiceNow teams to resolve customer issues and escalations
- Manage projects identified by leadership
- Drive rapid resolution of escalated customer situations using company-wide resources
This is a hybrid role based in Addison, Texas, with flexible work arrangements depending on work persona assignment.
Requirements:
- Minimum 7 years of related work experience (or equivalent)
- Demonstrated experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving (including AI-powered tools, workflow automation, AI-driven insights, or exploring AI impact)
- ServiceNow certifications required
- Creativity and ability to run projects independently
- Strong analytical and problem-solving skills for complex issues
- Collaborative working style
- Ability to work in a distributed, flexible work environment
