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ServiceNow is seeking a Senior Customer Success Manager for Enterprise accounts. In this role, you will serve as the primary advocate for a portfolio of enterprise customers, overseeing their engagement and ensuring they achieve measurable business outcomes from their ServiceNow investments.
Key responsibilities include:
- Manage a portfolio of enterprise customers to drive adoption and maximize value realization from ServiceNow products
- Ensure customers remain technically healthy and are running current product versions
- Leverage and develop Success Plays to guide customers toward their business goals
- Collaborate with customers to identify and document new use cases and success stories
- Optimize customer license utilization and product adoption across their organization
- Coordinate across ServiceNow teams (engineering, product, support) to resolve customer issues and escalations
- Oversee customer-facing projects and initiatives identified by leadership
- Drive rapid resolution of escalated issues using resources across the company ecosystem
You will combine strategic account management with hands-on problem-solving, bringing ServiceNow's best practices and innovations to help customers succeed. This is a customer-facing leadership role requiring strong communication, project management, and cross-functional collaboration skills.
Requirements:
- Minimum 7 years of related work experience (or equivalent)
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (including AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact)
- ServiceNow certifications required
- Demonstrated creativity and ability to run projects independently
- Strong analytical and problem-solving skills for complex issues
- Proven ability to work collaboratively across teams and organizations
