Sr Customer Success Manager

Skillsoft; Sydney; Ibrido; AUD 150.000 - 190.000; Tempo pieno

Descrizione del lavoro

Moveworks, now part of ServiceNow, is redefining how work gets done. We are seeking a Sr Customer Success Manager to guide a portfolio of mid‑market and enterprise customers through AI‑enabled transformations and long‑term value realization.

You will partner with executives, drive adoption of the MoveworksAI Assistant across ServiceNow workflows, translate business needs into actionable solutions, and champion customer outcomes through renewal and expansion planning. Occasional travel required.

Competenze

• 5+ years in Customer Success, Account Management, Implementation, or Consulting within SaaS.
• Experience with medium to large enterprise customers.
• Ability to explain AI‑driven solutions in business terms.
• Familiarity with workflow platforms and ITSM.
• Willingness to travel 10–25%.

Mansioni

• 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 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, 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.

Conoscenze

AI in workflows

Customer success

Enterprise SaaS

Executive relationships

Change management

Formazione

Bachelor's degree or equivalent

Strumenti

ServiceNow

Workflow platforms

ITSM

Descrizione del lavoro

Job Description

About the Role

As a Sr Customer Success Manager, you sit at the crossroads of innovation, enterprise scale, and real-world impact. WithMoveworksand ServiceNow nowoperatingas one company, this role plays a pivotal part in delivering on a shared vision: bringing the front door of AI to every employee while strengthening enterprise workflows through theMoveworksAI Assistant, powered by the ServiceNow platform.

You will guide customers through transformational journeys, helping them realize measurable business outcomes by pairing intelligent automation with deeply integrated enterprise workflows. You are both strategist and operator: a trusted advisor to executives, an advocate for the customer internally, and a driver of adoption, value, and long-term partnership.

Who We Are

Moveworks, now part of ServiceNow, is redefining how work gets done. Together, we combineMoveworks’ industry-leading AI Assistant with ServiceNow’s world-class workflow platform to deliver instant, intelligent support across IT, HR, Finance, and beyond.

Our shared mission is simple and ambitious: make work better for people. We do this by resolving employee needs instantly, automating complex workflows, and enabling enterprises tooperatefaster, smarter, and at scale.

WhatYou’llDo

• Own and grow a portfolio of 25 or moremid 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 theMoveworksAI 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 bydemonstratingongoing value and business impact

Qualifications

What You Bring

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• 5+years of experience in Customer Success, Account Management, Implementation, or Consulting within SaaS
• Experience supporting medium to large enterprise customers and navigating complex stakeholder environments
• Strong ability to explain technical and AI‑driven solutions in clear, business‑oriented terms
• Familiarity with workflow platforms, ITSM, HR systems, or enterprise automation (ServiceNow experience a plus)
• Proven ability to build executive relationships and influence outcomes at multiple levels
• Process‑oriented mindset with strong problem‑solving and change management skills
• Comfortable operating in fast‑moving, evolving product environments
• Bachelor’s degree or equivalent practical experience
• Willingness to travelapproximately 10–25%

Why This Role Matters

This is not a traditional Customer Success role. You are helping define how AI shows up in everyday work, turning complexity into clarity for millions of employees. Together,Moveworksand ServiceNow are shaping the future of enterprise productivity, and this role is on the front lines of that transformation.

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.