Customer Success Manager, Mid Market - Moveworks

Moveworks; San Diego (CA); Hybrid; USD 110,000 - 135,000; Full time

Job summary

Moveworks is seeking a Customer Success Manager for Mid Market to advocate for customers and oversee a portfolio to help achieve business outcomes and drive adoption of the products they have purchased through prescriptive guidance.

You will bring best practices, innovations, and capabilities to help customers achieve their goals and maximize value from their investments through collaboration with ServiceNow teams and internal resources.

Qualifications

• Experience applying AI to work processes or decision-making.
• 5+ years delivering customer professional services or related support.
• Ability to provide independent comprehensive services.
• Experience resolving issues through analysis.
• Experience working collaboratively with teams.
• ServiceNow accreditations or certifications a plus.

Responsibilities

• Oversee the customer outcomes engagement for customers in your portfolio.
• Ensure customers are technically healthy and on the most recent version.
• Identify criteria for assisting customers using Success Plays in the Success Platform.
• Promote ServiceNow customer success stories and processes.
• Ensure customers obtain maximum value from their investment and licenses.
• Collaborate with cross-functional teams to improve adoption and footprint.
• Resolve escalated client issues quickly using resources across the company.

Skills

AI integration

Customer success

Independent service delivery

Issue analysis

Collaborative work

ServiceNow accreditations a plus

Job description

Customer Success Manager, Mid Market - Moveworks

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the Super Intelligence Control Tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The role of the Customer Success Manager is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

• Oversee the customer outcomes engagement for customers in your portfolio, understanding each customer's needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote ServiceNow customer success stories and processes
• Ensure that customers obtain the maximum value from their ServiceNow investment and use their licenses
• Work with ServiceNow teams to improve product adoption and increased footprint
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem

Qualifications

• 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 providing customer professional services or related business support
• Ability to provide independent comprehensive services
• Experience resolving issues through analysis
• Experience in working collaboratively
• ServiceNow accreditations or certifications a plus

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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.

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.