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ServiceNow is seeking a Senior Manager of Customer Success Management to lead the Customer Outcomes team in accelerating platform adoption and improving customer results. In this role, you will act as an advocate for a portfolio of customers, leading a team to help them achieve their goals and maximize their ServiceNow investment.
Key responsibilities include:
- Lead your team to improve technical health, deployment, and adoption activities across your customer portfolio
- Ensure customer needs are met by addressing alerts and removing roadblocks
- Manage account portfolios while hitting success goals and driving overall customer outcomes
- Partner with and delegate activities to team members to achieve customer-focused outcomes
- Develop new Success Plays and work with customers to create use cases and success stories
- Ensure customers obtain maximum value from their ServiceNow licenses and reduce license underutilization
- Reduce the number of escalated customers and improve overall customer satisfaction
- Mentor junior team members and develop best practices across the organization
ServiceNow is the AI control tower for business reinvention, serving 85% of the Fortune 500. The company is building an AI-native culture where technology and talent work together to help organizations work smarter, faster, and better.
Requirements:
- 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)
- Proven ability to lead high-functioning teams
- Experience running projects independently with creativity and comfort with complexity
- Desire to solve complex issues through analysis and resolution
- Completed appropriate ServiceNow and other relevant industry or functional certifications (e.g., Customer Success)
ServiceNow offers flexible work personas depending on the nature of work and assigned location.
