Senior Enterprise AI Success & Adoption Manager

ServiceNo; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

ServiceNow, in partnership with Moveworks, seeks a Customer Success Manager to guide 25+ mid‑market and enterprise customers through go‑live to lasting value realization. You will align AI‑driven solutions with strategic outcomes, drive adoption across ServiceNow workflows, and advocate for the voice of the customer.

You will translate complex business needs into practical solutions, shape roadmaps, and monitor success metrics like efficiency, cost savings, and employee experience.

Qualifications

• 5+ years in Customer Success, Account Management, Implementation, or Consulting within SaaS.
• Bachelor’s degree or equivalent practical experience.
• Willingness to travel 10–25% as needed.

Responsibilities

• Own and grow a portfolio of 25+ mid market & enterprise customers, guiding them from go live through long‑term value realization.
• Serve as a trusted advisor to executive sponsors, aligning AI‑driven solutions to strategic business outcomes.
• Drive adoption, engagement, and expansion of the Moveworks AI Assistant across ServiceNow workflows.
• Translate customer business needs into actionable solutions, influencing roadmap and product evolution.
• Identify, quantify, and track customer success metrics tied to efficiency, cost savings, and employee experience.
• Proactively manage risks, expectations, and change, ensuring customers successfully navigate complex environments.
• Act as the voice of the customer internally, sharing insights, feedback, and success stories.
• Support renewal and expansion motions by demonstrating ongoing value and business impact.

Skills

AI in workflows

SaaS CS experience

Executive relationships

Change management

Stakeholder navigation

Cross-functional collaboration

Education

Bachelor's degree

Tools

ServiceNow

ITSM

HR systems

Job description

ServiceNow, in partnership with Moveworks, seeks a Customer Success Manager to guide 25+ mid‑market and enterprise customers through go‑live to lasting value realization. You will align AI‑driven solutions with strategic outcomes, drive adoption across ServiceNow workflows, and advocate for the voice of the customer.

You will translate complex business needs into practical solutions, shape roadmaps, and monitor success metrics like efficiency, cost savings, and employee experience.