Senior Enterprise AI Success Manager

ServiceNow; Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Job summary

ServiceNow seeks a Sr Customer Success Manager to champion AI-enabled workflows for large enterprises. You will guide customers through transformations, blending Moveworks AI with ServiceNow’s platform to deliver measurable business outcomes.

You’ll act as a strategic advisor to executives, drive adoption, and secure long-term partnerships across IT, HR, and finance functions. You will partner with cross‑functional teams to translate needs into scalable solutions, manage risks, and track value

Qualifications

• Experience integrating AI into work processes and automated workflows.
• 5+ years in Customer Success, Account Management, Implementation, or Consulting within SaaS.
• Experience supporting medium to large enterprise customers and navigating complex stakeholders.
• Able to explain technical and AI-driven solutions in business terms.
• Familiarity with workflow platforms, ITSM, HR systems; ServiceNow exposure is a plus.
• Proven ability to build executive relationships and influence outcomes.
• Process-oriented with strong problem-solving and change management skills.
• Comfortable in fast-moving product environments.
• Bachelor's degree or equivalent practical experience.
• Willingness to travel roughly 10–25%.

Responsibilities

• Own and grow a portfolio of 25+ mid market and enterprise customers, guiding them from go-live through value realization.
• Serve as a trusted advisor to executive sponsors, aligning AI-driven solutions to strategic outcomes.
• Drive adoption, engagement, and expansion of the MoveworksAI 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 to navigate complex environments.
• Act as the voice of the customer internally, sharing insights and success stories.
• Support renewal and expansion motions by demonstrating ongoing value and business impact.

Skills

AI in workflows

SaaS experience

Executive relationships

Change management

Travel willingness

Education

Bachelor's degree or equivalent

Tools

ServiceNow

ITSM

HR systems

Job description

ServiceNow seeks a Sr Customer Success Manager to champion AI-enabled workflows for large enterprises. You will guide customers through transformations, blending Moveworks AI with ServiceNow’s platform to deliver measurable business outcomes.

You’ll act as a strategic advisor to executives, drive adoption, and secure long-term partnerships across IT, HR, and finance functions. You will partner with cross‑functional teams to translate needs into scalable solutions, manage risks, and track value