Customer Success Advocate

Norseman, INC; Elkridge (MD); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k)

Job summary

Norseman Services is hiring a Customer Success Advocate to own the post-implementation relationship with our federal, healthcare, and regulated-enterprise customers. You’ll bridge the customers Norseman has stood up on ServiceNow with the rest of our delivery org—ensuring adoption stays high, platforms stay healthy, and customers see real business outcomes from their investment.

Remote US role working with a small, collaborative team.

Qualifications

• 5+ years in a customer success, customer professional services, or related customer facing role.
• Comfort integrating AI into work and curiosity about AI’s role in customer success.
• Ability to operate independently across a portfolio of customers.
• Strong analytical instincts to spot signals in telemetry, usage data, and feedback.
• Track record of resolving complex customer issues through structured analysis and collaboration.
• Excellent communication with both engineers and executives.

Responsibilities

• Oversee customer outcomes for a portfolio of Norseman accounts and understand each customer's needs.
• Ensure customers stay technically healthy on the current ServiceNow release and Norseman best practices.
• Identify and apply Success Plays to accelerate maturity and adoption.
• Drive license utilization and platform expansion to capture full value of purchases.
• Partner with delivery teams to bring the right expertise to each customer.
• Coordinate escalation response across Norseman’s ecosystem to resolve issues quickly.
• Contribute customer signals back to Norseman leadership with adoption trends and renewal risk.

Skills

Customer success

AI integration

Independent worker

Analytical skills

Cross-functional collaboration

Excellent communication

Tools

ServiceNow

Gainsight

Catalyst

Job description

Norseman Services is hiring a Customer Success Advocate to own the post-implementation

relationship with our federal, healthcare, and regulated-enterprise customers. You'll be the

bridge between the customers Norseman has stood up on ServiceNow and the rest of our

delivery org -- making sure adoption stays high, platforms stay healthy, and customers see real business outcomes from their investment.

Key Responsibilities

• Oversee customer outcomes for a portfolio of Norseman accounts, understanding each customer's needs, priorities, and platform maturity.
• Ensure customers stay technically healthy on the current ServiceNow release and Norseman best practices.
• Identify and apply Success Plays (or equivalent prescriptive guidance) to accelerate customer maturity and adoption.
• Drive license utilization and platform expansion -- make sure every customer captures the full value of what they've purchased.
• Partner with Norseman delivery teams (Architects, BPCs, EMs) to bring the right expertise to each customer at the right moment.
• Coordinate escalation response when customer issues arise -- pull in the right resources across Norseman's ecosystem to resolve quickly.
• Contribute customer signal back to Norseman leadership -- adoption trends, renewal risk, expansion opportunities, success stories worth amplifying.

What You Bring

MUST HAVE

• 5+ years in a customer success, customer professional services, or related customer facing business support role.
• Comfort integrating AI into work -- AI-powered tools, automation, AI-driven insights -- and curiosity about how AI is reshaping customer success.
• Ability to operate independently across a portfolio of customers with minimal day-to-day supervision.
• Strong analytical instincts -- can spot the signal in customer telemetry, usage data, and feedback patterns.
• Track record of resolving complex customer issues through structured analysis and cross-functional collaboration.
• Excellent communication -- can talk platform health with an engineer and business outcomes with a CIO in the same call.

NICE TO HAVE

• ServiceNow accreditations or certifications (CSA, CIS, or comparable).
• Prior experience in a consulting or managed services environment.
• Exposure to federal, healthcare, or regulated-enterprise customer environments.
• Experience working with customer success platforms (Gainsight, Catalyst, etc.) or ServiceNow's Success Platform.

Clearance & Location

Clearance: Varies by engagement Location: Remote -- United States

About Norseman Services

Norseman Services is a boutique ServiceNow consultancy built for organizations with real

stakes and high standards. Backed by the defense credentials of Norseman Defense

Technologies, we bring cleared, disciplined, senior-level delivery to federal agencies, healthcare

organizations, and regulated enterprises that need more than a capable implementer -- they

need a partner who protects the platform long after the project closes. We harness AI across

delivery to expedite the path to value and trust.

Additional Information

• Fully remote (or as specified in the role).
• Small, collaborative team backed by the broader Norseman Defense Technologies organization.
• Opportunity to do consequential platform work for federal, healthcare, and regulated enterprise clients.
• Equal Opportunity Employer / Veterans / Disabled.
• Featured benefits include medical, dental, and vision insurance, plus 401(k).